JOB TITLE: Customer Journey Lead - Reward and Pensions LOCATION: Halifax or Leeds HOURS: Full Time WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above About this opportunity An exciting opportunity has arisen within the People Platform for a Customer Journey Lead. This role is multifaceted, requiring an adaptable and superb communicator to lead a team of Customer Journey Managers working across colleague Reward and Pensions Products. This role supports product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating change that impacts colleague experiences, functionality, products and supporting technology across internal and external partners. The role will align into the Succeed lab, working directly with feature teams to deliver change across a number of product backlogs. About you The Customer Journey Lead is responsible for analysing and optimising end-to-end customer experience, service experience and processes (internal and external). You'll be responsible for continuous improvement of the end to end journey/service/process and for orchestrating across functional boundaries to ensure journey/service/process effectiveness. This is achieved through leading a team of Customer Journey Managers, collaborating with colleagues in Product, Engineering, and third parties to ensure the intended user experience, journey, service or process design, is accurately represented. About us Join us and, as well as making a difference to customers, you'll enjoy a fulfilling career where you're free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you'll find them all here. Key Accountabilities Lead a team of Customer Journey Managers (CJM), effectively developing team performance and acting as a point of escalation Coach, support and develop those Customer Journey Managers to achieve personal and business objectives while actively delivering on multiple outcomes. Lead on end-to-end customer journey/service/process creation, documenting detailed Customer Journey and process maps via DrawIO, Figma, etc Integrate insights and knowledge from disparate data, processes and systems to help understand and articulate the performance of their journey/service/process Represents the customer during story creation and supports the CJMs and the extended team in defining and detailing the desired customer outcomes Displays a continuous improvement approach for their journey, evaluating new innovations and customer expectations, to remain relevant and competitive Works collaboratively with the Product Owner and other key partners to maintain a healthy backlog of valuable change for their Customer Journey/service/process What we're looking for Ability to lead a team of Customer Journey Managers, driving performance and growth through effective coaching Strong Stakeholder management skills, demonstrating the ability to build and leverage long lasting relationships Core Customer Centricity, putting the customer first and at the centre of everything you do Demonstrable experience in customer journey/service/process design and mapping, inspiring change and leading teams to excel Proficient in extracting and analysing key data sources, to ensure decisions and outcomes are made from sound foundations About working for us Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know. We also offer a wide-ranging benefits package, which includes: A generous pension contribution of up to 15% An annual bonus award, subject to Group performance Share schemes including free shares Benefits you can adapt to your lifestyle, such as discounted shopping 30 days' holiday, with bank holidays on top A range of wellbeing initiatives and generous parental leave policies Want to do amazing work, that's interesting and makes a difference to millions of people? Join our journey