Location: Bradford / Chatham / Petersfield
Closing Date: Friday 14 February 2025
Job Title: Root Cause and Customer Journey Manager
Contract Type: Permanent
Working Pattern: Hybrid—the team typically spend one day a week in our office, meeting collectively our offices every quarter. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.
What We Offer:
* Holidays: 25 days holiday up to 30 days (depending on service)
* Pension: We know it is important to save for the future, that is why we will contribute up to 10%
* Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
* Volunteering: 2 paid days to ‘give back’ to the charity of your choice
* Development: LinkedIn Learning for all
* Finance: Snoop Premium available to all colleagues
* Medical: Opportunity to opt in for Private Medical Insurance
* Bonus: Discretionary annual bonus
The Role:
You and Your Team:
As a Root Cause and Customer Journey Manager, you will be reporting to the Senior Manager, COO Process and Root Cause. You’ll lead a team of Customer Journey & Root Cause Leads to deliver effective root cause analysis, customer journey reviews, and customer insight analysis. Within this role, you will ensure effective root cause analysis of complaints in line with regulatory expectations and undertake operational customer journey reviews, identifying opportunities to drive enhancements.
As a Root Cause and Customer Journey Manager, you will:
* Manage agreed outcomes from root cause analysis and customer journey mapping, working in close collaboration with COE & wider business teams to ensure actions are delivered in a timely fashion
* Lead a team to drive improvements in colleague and customer experience through in-depth root cause analysis of complaints and other identified areas of failure demand
* Develop and maintain strong relationships with all operations and wider business stakeholders (internal & external) across grades to ensure effective delivery of business objectives
* Provide detailed reporting of trends and root causes driving complaints or negative customer feedback, supporting the bank in meeting its obligations to learn from these findings and make improvements
* Undertake customer journey mapping exercises to identify opportunities for enhancements and ensure these are agreed and delivered through business transformation or small change activity
* Engage with stakeholders to ensure findings of investigations are agreed, well communicated and follow a clear chain of ownership
* Be responsible for reporting and tracking of root cause analysis and customer journey mapping activity
What We’re Looking For:
* Prior experience in delivery of customer journey mapping and/or root cause analysis in a financial services context
* Experienced people manager with the ability to lead, coach, and motivate a team
* Strong communicator with in-depth experience of stakeholder management
* Led ideation & workshop activity under own direction, managing competing agendas, ambiguity without direction
* Demonstrable experience of delivering significant business value to tight deadlines and with minimal resource
* Experience in analysing data to produce themes and trends
* Experience in creating and presenting reports to senior stakeholders to drive understanding and decision making
* PC Literacy to include management level MS PowerPoint (strong capability in creation of highly impactful data visualisation, proposal, and pitch book decks to support ExCO level decisions)
Offers are subject to satisfactory background checks, including credit, fraud, and employment references.
Who We Are:
At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.
We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.
We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.
Vanquis Bank is an Equal Opportunity Employer
Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at careers@vanquis.com
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