Customer Journey Insights Manager, Continuous Service Improvement

Overview

In this role, you will define and improve employee journeys across Enabling Functions by uncovering actual experiences. You will lead evidence-based journey reviews to surface friction and opportunities, then translate insights into narratives that drive investment and action. You’ll balance customer sentiment, business value, and feasibility while collaborating with cross-functional teams. This is a chance to shape service improvement at scale within a renowned professional services firm and contribute to a culture of customer-centric delivery.

Pay / Benefits

• hybrid working policy
• wellbeing support
• development opportunities
• flexible working arrangements
• collaborative culture

Responsibilities

• Lead structured journey reviews across multiple internal service areas to map actual experiences
• Translate qualitative insights into compelling executive narratives to influence decisions
• Combine customer insight with operational and performance data to drive improvement
• Influence senior stakeholders and present at an executive level
• Apply continuous improvement methodologies (Lean, Six Sigma) to embed customer-centric practices
• Develop others and embed a customer-centric mindset across teams

Key requirements

• Proven experience leading customer journey mapping in complex, multi-stakeholder environments
• Strong expertise in qualitative research and translating insights into actionable outcomes
• Experience combining customer insight with operational and performance data
• Ability to influence senior stakeholders and present compelling executive-level narratives
• Practical application of continuous improvement methodologies (e.g. Lean, Six Sigma)
• Experience developing others and embedding customer-centric practices
• Knowledge & Experience of CX design thinking

• Customer-centric mindset
• Stakeholder influence
• Collaborative teamwork
• Qualitative research
• Data storytelling and visualization
• AI-driven journey mapping tools

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