Head of Customer Journey Job Birmingham area,England UK,Business

Job Description & How to Apply Below

Bring extensive experience running complex enterprise-scale customer journey, customer experience, transformation or operating-model programmes in regulated, multi-channel environments
Demonstrate experience building and embedding customer journey or service design practices including capability building, common standards, tooling and design quality assurance
Show understanding of the UK banking market across Retail Banking and Wealth and/or Commercial Banking and how to work across customer segments, products and regulatory contexts
Evidence success translating customer insight into target journeys, operating-model change, prioritised roadmaps and measurable delivery outcomes
Apply practical knowledge of customer journey management and human-centred design including taxonomy, journey mapping, service blueprinting, research, co-creation and continuous improvement
Show knowledge of Agile Value Streams, Product and Platform operating models and Business Architecture including how journeys connect to capabilities, processes, data and technology
Demonstrate experience establishing outcome frameworks, OKRs and scorecards combining customer, commercial, operational and risk measures using imperfect or fragmented data
Influence and align senior stakeholders at Executive Committee level to secure decisions across business and functional boundaries