Company Description
For more than 20 years, Talan has been advising companies and administrations, supporting them, and implementing their transformation projects in the UK and abroad. With a presence on four continents and a headcount of 6000 consultants, our ambition is to reach a billion turnover by the end of 2025.
In the UK, Talan counts 500 employees on several sites, the main being: London, Birmingham, Edinburgh, Chester, and Leeds.
Job Description
Process Engineer - Customer Journey Optimization Manager
As part of the Process Intelligence and Automation Team, you will have a fantastic opportunity to work on various cutting-edge automation technologies, with access to some of the finest clients in Investment Banking, Energy, and Legal Sectors - on challenging and exciting projects.
This role is to develop a clear strategy for continuous improvement of the customer journeys. This involves identification, prioritization, and optimization of customer journeys across Business Banking propositions, coordinating operational implementation and post-implementation control.
Customer journeys are critical to delivering optimum customer service, enabling a seamless customer experience of business banking servicing.
Responsibilities
* Experienced change manager: highly organized with strong attention to detail.
* Work with a Lean and Agile mindset, re-prioritizing strategic focus where required.
* Business leader: ability to work autonomously; drive change; and own major deliverables which directly impact customers.
* Excellent communicator: Manage senior stakeholders; lead key governance/working groups; engage with multiple areas of the business.
* Develop a strategy and implementation approach to identification, prioritization, and optimization of customer journeys across Business Banking propositions.
* Utilize Lean Six Sigma principles to deliver optimized customer journeys for Business Banking customers.
Qualifications
* Programme Management skills e.g. Managing, leading and actively undertaking planning, risks & issues management.
* Banking experience is a must.
* Lean Six Sigma skillset and qualifications.
* Strong stakeholder management skills and comfortable working alongside Business and UKT delivery partners.
* Expert within Process Intelligence e.g. Process Engineering, Process Automation.
* Clear evidence of how you implemented change and can explain why this change was made.
* Self-starter, who can work proactively with minimum supervision.
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