Experienced Customer Journey Manager – Optimising Customer Experiences at arenaflex
We're on a mission to revolutionise the way people interact with arenaflex, a leading fintech company that's changing the face of traditional banking. Our goal is to make money work for everyone, and we're looking for a talented Customer Journey Manager to join our team. As a Customer Journey Manager at arenaflex, you'll play a key role in mapping and optimising customer experiences across all touchpoints. You'll work closely with stakeholders in our Retail, Payments, and Fraud product and ops teams to identify pain points, ensure compliance, and create seamless processes that enhance customer satisfaction.
About arenaflex
arenaflex is a UK-based fintech company that's been on a mission to make money work for everyone since its inception. We started as a prepaid card and have since grown to offer a range of innovative products and services, including personal and business bank accounts, joint accounts, and credit cards. Our customers can also save, invest, and combine their pensions with us. We're not just about selling products – we want to solve problems and change lives through arenaflex. Our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, have created a loyal customer base.
The Role
As a Customer Journey Manager at arenaflex, you'll be responsible for:
- Collaborating with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real-world processes.
- Leading workshops to refine journey maps, integrating feedback, and securing approval from service owners and stakeholders.
- Owning the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience.
- Working closely with product and operational teams to implement necessary changes and optimise Customer Experience standards.
- Taking responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective.
Requirements
To be successful in this role, you'll need:
- Extensive background in customer journey analysis, process optimisation, or a related field.
- Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities.
- Aptitude for working independently, managing multiple projects, and meeting deadlines.
- Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
- Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
- Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
- Meticulous attention to detail in tracking progress and maintaining high standards across all projects.
Desirable
* Lean Six Sigma Certification, ideally at the Green Belt level, demonstrating proficiency in process improvement methodologies.
What We Offer
As a Customer Journey Manager at arenaflex, you'll enjoy:
- A competitive salary of £40,400 - £54,600, plus share options.
- Flexible working hours, with the trust to work enough hours to do your job well, and at times that suit you and your team.
- £1,000 learning budget each year to use on books, training courses, and conferences.
- A Macbook and extra support for your work-from-home setup, as a fully remote worker.
- Plus lots more! Read our full list of benefits.
The Application Journey
Our application process is designed to be flexible and inclusive. Here's what you can expect:
- A 20-minute recruiter call to discuss your application and experience.
- A Take Home Task to assess your skills and abilities.
- A 1-hour values and role-specific interview to discuss your fit with our team and the role.
Equal Opportunities
Diversity and inclusion are a priority for us at arenaflex. We're committed to creating an inclusive environment for all people to do the best work of their lives with us. We welcome applications from everyone, regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
How to Apply
If you're passionate about customer experience and want to join a team that's changing the face of traditional banking, apply now! You can find more information about our application process and benefits on our website. Apply to this job
Closing Date
The closing date for applications is Friday 8th August at 5pm BST. We look forward to hearing from you! Apply for this job