Job Description
We're on a mission to revolutionise the way people interact with financial services at arenaflex. As a Customer Journey Manager, you'll play a pivotal role in shaping the future of customer experiences, ensuring seamless interactions, and driving business growth. Join our dynamic team and be part of a company that's redefining the boundaries of traditional banking. **About arenaflex** arenaflex is a pioneering fintech company that's transforming the way people manage their finances. With a strong focus on innovation, customer-centricity, and inclusivity, we're creating a more accessible and user-friendly financial ecosystem. Our product offerings range from personal and business bank accounts to joint accounts, credit cards, and savings solutions. We're committed to making money work for everyone, and we're looking for talented individuals to join our journey. **The Role** As a Customer Journey Manager at arenaflex, you'll be responsible for mapping and optimising customer experiences across all touchpoints. Your mission will be to identify pain points, ensure compliance, and create seamless processes that enhance customer satisfaction. You'll work closely with stakeholders in our Retail, Payments, and Fraud product and ops teams, employing data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value. **Key Responsibilities** * Collaborate with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real-world processes. * Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders. * Own the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience. * Work closely with product and operational teams to implement necessary changes and optimise Customer Experience standards. * Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective. **Essential Qualifications** * Customer Journey Experience: Extensive background in customer journey analysis, process optimisation, or a related field. * Data Interpretation: Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities. * Independent Work Ethic: Aptitude for working independently, managing multiple projects, and meeting deadlines. * Strong Communication: Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders. * Process Mapping Expertise: Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams. * Regulatory Experience: Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys. * Attention to Detail: Meticulous attention to detail in tracking progress and maintaining high standards across all projects. **Desirable Qualifications** * Lean Six Sigma Certification: Ideally certified at the Green Belt level, demonstrating proficiency in process improvement methodologies. **What's in it for you?** * Competitive salary: £40,400 - £54,600 + share options. * Flexible working hours: We trust you to work enough hours to do your job well, and at times that suit you and your team. * £1,000 learning budget: Each year, you'll have the opportunity to invest in your professional development, using the budget on books, training courses, and conferences. * Remote work setup: We'll provide you with a Macbook and support for your work-from-home setup. * Plus lots more! Read our full list of benefits. **The Application Journey** Our application process is designed to be smooth and efficient. Here's what you can expect: 1. 20-minute recruiter call: We'll discuss your background, experience, and fit for the role. 2. Take Home Task: You'll be asked to complete a task that showcases your skills and approach to customer journey management. 3. 1-hour values & role-specific interview: We'll delve deeper into your experience, skills, and fit for the role, as well as our company values. **Equal Opportunities for Everyone** Diversity and inclusion are a priority for us at arenaflex. We're committed to creating an inclusive environment where everyone can thrive. We welcome applications from all backgrounds and perspectives, and we're proud to be an equal opportunity employer. **How to Apply** If you're passionate about customer journey management and want to be part of a company that's redefining the future of financial services, apply now! We can't wait to hear from you. []( **Note:** arenaflex is a fictional company name used as a replacement for the original company name in the job description. Apply for this job