Governance manager (customer journey)

Job Title: Governance manager (customer journey)
Contract Type: Permanent
Location: Reading
Salary: £43000 - £60000 per annum
Start Date: 2019-01-24 00:00:00
Reference: 748101390
Contact Name: Denise Phillips
Contact Email:
Job Published: January 24, 2019 11:35

Job Description

Pertemps are delighted to be working with one of its key clients who are recruiting for an experienced Customer Journey Governance Manager to join our growing journey management team in central Reading.

Your role as Customer Journey Governance Manager will be to develop and manage the roadmap of customer initiatives and opportunities to maximise customer outcomes across all customer journeys.

You will assess and prioritise benefits cases to determine the company wide customer change plan. This will include ensuring all factors required to be implemented in order for benefits to flow are in place, including all people factors. You will need to influence and engage internal and external stakeholders on the prioritised plan and manage benefits tracking against the plan.

The salary for this role is circa £60,000 depending on your level of experience. This role comes with a number of benefits including a car allowance, annual bonus, private healthcare for you and your family, an excellent contributory pension scheme.

A valid UK driving licence would be beneficial as there will be some travel required to other company sites

Duties and responsibilities:

Develop and maintain customer roadmap linking up with key customer journey improvement managers, internal stakeholders to understand and agree dependencies, risks and issues.

Establish prioritisation methodology and use to assess each opportunity and business case to determine benefit and sequencing of implementation.

Regularly report on progress against roadmap including benefits and forecasting of key customer metrics such as C-MeX.

Set up and run regular Customer Strategy governance forums ensuring decisions and actions are documented, tracked and delivered.

Maintain regular communication of any changes in the roadmap to all appropriate internal and external stakeholders.

Co-ordinate key stakeholder meetings and ensure agendas are developed and understood by attendees and high quality input is produced and actions are agreed and delivered.

Skills and experience:

Influential leader who is tenacious and persuasive.

Team player who can bring fresh and new ideas and initiatives.

Results driven with strong commercial acumen.

Organised and structured.

Experience of programme/project management disciplines and methods.

A good understanding of the regulatory environment and the impact on customers in particular C-MeX.

A good communicator who is able to work collaboratively with many different teams and colleagues across the company.

Confidently articulate and demonstrate your capability to develop and present business cases and prioritise customer projects/activities.

Attention to detail.

Ability to produce compelling reports and presentations.

Relationship management experience.

Ability to engage effectively with key external organisations.