Customer Experience Journey Manager

Your time is now to be your exceptional best at Old Mutual!

Job Description

Old Mutual has a fantastic opportunity for a Customer Experience Journey Manager to join our Group Customer Experience team

Job Profile Summary

• This role will put you right at the centre of ensuring we are listening to our customers and providing the services and experiences they want.
• You will work with the Customer Outcome Executives to set the Customer Experience (CX) journey priorities for Old Mutual, deriving insights and driving a roadmap of activity and action to achieve our strategic customer experience goals across the journey.
• You will be critical in driving the understanding and review of the customer experience and standards across the organisation, identifying opportunities, pain points and influencing priorities and activities that impact our customers with a broad range of stakeholders.
• The ideal candidate will have extensive experience of mapping end to end customer journeys within a large organisation, understating of User Experience and Design thinking principles. The candidate will have a real passion for customer and excel at relationship building and influencing.

Key Result Areas

• Apply an insight led but action orientated approach to understanding and documenting the performance of our key Old Mutual physical and digital customer journeys and touchpoints, working with Insight to use an appropriate mix of quantitative and qualitative measurement and data analysis.
• Working closely with the Customer Experience Voice of Customer Manager who may support with larger research projects
• Define, own and socialise the Old Mutual Customer Journey Management Framework
• Own and drive a regular cross functional schedule of reviewing key customer experience journeys and/or touchpoints with business owners.
• Regularly report the status of key customer journeys and touchpoints to stakeholders, including Executives.
• Own and develop the creative look and feel, visual presentation of Old Mutual customer journeys.
• Demonstrate and use a range of approaches for the rapid identification and development against issues in the customer journey.
• Assure and challenge the CX activity roadmap and PI planning that is owned by the Outcome owners, ensuring that the teams are focused on the right improvements and measures
• Lead the identification and prioritisation of customer pain points, progressing those which will deliver the maximum customer and commercial benefit. Influence business owners to remediate their processes as needed.
• Work with Agile teams to drive resolution of customer journeys and moments of excellence

Minimum Qualification

• Bsc Hons degree (e.g. Social Science, Behavioural economics, Engineering etc)
• Industry recognised Customer Experience accreditation

Experience Required

• Five years experience and understanding of Customer experience management for medium to large organisations and/or brands.
• Ability to influence and drive change through customer experience principles and tools.
• Experience in a highly matrixed environment and delivering a roadmap of activity that delivers a balance of short term improvements and medium to long term differentiation.
• Strong capability in planning, organisation and creative problem solving, an excellent understanding of how people, objectives, process and systems link together in a complex organisational environment
• Experienced in design thinking, agile projects, 'test and learn' experimentation
• Background or exposure to managing multiple priorities and resources at one time, working with cross-functional teams, knowledge and expertise in Project Management and/or Programme Management
• A mindset of continuous progression and adaptability to ultimately promote and embed the use of customer journey mapping in the organisation
• Knowledge of systems thinking methodologies and application in customer journey management
• Effective leadership and communication skills with the ability to work across multiple teams influencing to align and deliver

Skills

Education

Honours Degree (Hons) (Required)

Closing Date

11 April 2023

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.