At a Glance
- Tasks: Lead the optimisation of customer journeys in Business Banking using cutting-edge automation technologies.
- Company: Join Talan, a global consultancy with 20 years of experience and ambitious growth plans.
- Benefits: Enjoy training opportunities, monthly socials, and a collaborative work environment.
- Other info: Work autonomously on impactful projects with a focus on continuous improvement.
- Why this job: Be at the forefront of transformation projects that enhance customer experiences in top sectors.
- Qualifications: Banking experience and Lean Six Sigma skills are essential; strong communication and leadership abilities required.
The predicted salary is between 43200 - 72000 £ per year.
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 across several sites, including London, Birmingham, Edinburgh, Chester, and Leeds.
Job Title: Process Engineer - Customer Journey Optimization Manager
As part of the Process Intelligence and Automation Team, you will work on various cutting-edge automation technologies, serving some of the finest clients in Investment Banking, Energy, and Legal Sectors on challenging projects.
Our consultants are central to our success. We invest heavily in their training and development, organize monthly socials in each region, and hold regular lunches for team catch-ups.
This role involves developing a clear strategy for the continuous improvement of customer journeys, including identification, prioritization, and optimization across Business Banking propositions, as well as coordinating operational implementation and post-implementation review.
Customer journeys are vital for delivering excellent customer service and ensuring a seamless experience in business banking services.
- Experienced change manager: highly organized with strong attention to detail
- Work with a Lean and Agile mindset, re-prioritizing strategic focus as needed
- Business leader: capable of working autonomously, driving change, and owning major deliverables impacting customers
- Excellent communicator: managing senior stakeholders, leading governance/working groups, engaging with multiple business areas
- Develop strategies and implementation plans for the identification, prioritization, and optimization of customer journeys across Business Banking propositions
- Utilize Lean Six Sigma principles to optimize customer journeys for Business Banking clients
Qualifications
- Programme management skills, including planning, risk, and issues management
- Banking experience is essential
- Lean Six Sigma qualifications and skillset
- Strong stakeholder management skills, comfortable working with Business and UKT delivery partners
- Expertise in Process Intelligence, Process Engineering, and Process Automation
- Proven experience in implementing change and explaining the rationale behind it
- Self-starter, proactive, able to work with minimal supervision
StudySmarter Expert Advice🤫
We think this is how you could land Process Engineer- Customer Journey Optimization Manager in London
✨Tip Number 1
Familiarise yourself with Lean Six Sigma principles, as they are crucial for this role. Consider taking a short online course or reading up on case studies that showcase successful implementations in customer journey optimisation.
✨Tip Number 2
Network with professionals in the banking sector, especially those involved in process engineering and customer experience. Attend industry events or webinars to gain insights and make connections that could help you stand out during the hiring process.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven change in previous roles. Be ready to explain the impact of your actions on customer journeys and how you measured success, as this will demonstrate your expertise and fit for the position.
✨Tip Number 4
Research Talan's recent projects and initiatives in customer journey optimisation. Understanding their approach and values will not only help you tailor your discussions but also show your genuine interest in the company when you apply through our website.
We think you need these skills to ace Process Engineer- Customer Journey Optimization Manager in London
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and qualifications required for the Process Engineer- Customer Journey Optimization Manager position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience:In your CV and cover letter, emphasise your experience in change management, Lean Six Sigma principles, and any banking experience you have. Provide specific examples of how you've successfully implemented changes in previous roles.
Showcase Communication Skills:Since excellent communication is key for this role, include examples in your application that demonstrate your ability to manage senior stakeholders and lead governance groups. This could be through past projects or initiatives where you engaged multiple areas of the business.
Craft a Strong Cover Letter:Your cover letter should not only express your enthusiasm for the role but also outline your strategic approach to customer journey optimisation. Discuss how your skills and experiences make you a perfect fit for Talan's goals and values.
How to prepare for a job interview at Talan
✨Showcase Your Change Management Experience
Be prepared to discuss specific examples of how you've successfully managed change in previous roles. Highlight your organisational skills and attention to detail, as these are crucial for the Process Engineer position.
✨Demonstrate Your Lean Six Sigma Knowledge
Since the role requires a strong understanding of Lean Six Sigma principles, be ready to explain how you've applied these methodologies in past projects. Share any relevant qualifications you hold to reinforce your expertise.
✨Communicate Effectively with Stakeholders
Practice articulating your ideas clearly and confidently, especially when discussing how you would engage with senior stakeholders. This will showcase your excellent communication skills, which are vital for managing governance and working groups.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to prioritise and optimise customer journeys. Think of scenarios where you've had to make strategic decisions and be ready to explain your thought process and the outcomes.
