Customer Journey Manager

Job Title: Customer Experience Improvement LeadLocation: Bristol, Birmingham, Castle Donnington, CardiffPontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone''s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.Your Role:Lead Customer Journey Mapping andamp; Service Design- analyse end-to-end customer journeys across key services (eg, power cuts, connections, Priority Services Register).- Identify pain points and accessibility barriers, especially for customers with additional needs.- Collaborate with digital and operational teams to co-design inclusive service experiences.Drive Process andamp; Service Improvement- Partner with various teams to redesign processes that enhance efficiency.- utilise Lean, Six Sigma, and service design methodologies to streamline workflows.- Facilitate root cause analysis and continuous improvement workshops.Manage Change andamp; Implementation- Develop business cases for journey improvement initiatives, ensuring alignment with strategic goals.- Oversee cross-functional projects from ideation to implementation.- Champion new processes and tools ..... full job details .....