Journey Transformation Lead

Location: Peterborough - Lynch Wood, Edinburgh, Liverpool
Job Reference: 1307286
Role Grade: B4 - TLS

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About This Role

This role can be based in any of our Diligenta Office Locations

Summary of the role

Delivering good customer outcomes and colleague experience is core to our ‘One Diligenta’ model strategy and is key to building the ‘utility model’. Due to continued growth and evolution of the Bereavement journey and the under lying technology, a pan account Enterprise Bereavement utility is essential to focus on the complex and ever evolving Bereavement journey.

This function will become the focal point that safeguards customer outcomes and journey besides embedding consistent ways of assessing experience of our Customers, Clients, & Colleagues. This new function will support all Bereavement requirements for all client accounts across Diligenta.

The Journey Transformation Lead – Bereavements, will be responsible for driving the strategic evolution and improving the customer journey for life and pensions bereavements across all Diligenta accounts, ultimately supporting the delivery of a “One Diligenta” approach for the bereavement journey. They will achieve this with support from their team including Process Improvement Consultants (SMEs), Business Analysts, and additional support from a Project Manager.

The role holder will support the Enterprise Bereavement Utility Head with delivering good customer outcomes by enabling completion of Bereavement demands early, simplifying the journey and reducing friction points in the journey. To achieve these key outcomes, they will leverage technology, work on holistic people and process solutions and collaborate with relevant external stakeholders (wherever required) to deliver a customer focussed, future ready, efficient, scalable and self-sufficient Bereavement utility function.


What you’ll be doing 
  • Customer journey mapping identifying pain points and opportunities for improvement
  • Ensure that all customer journey initiatives are seamlessly integrated across accounts, resulting in a consistent and unified experience
  • Data driven insights by using analytics to refine and optimize customer interactions
  • Engage with stakeholders at all levels to secure buy-in, align on objectives, and communicate the impact of journey transformations
  • Conduct and facilitate workshops with Business Subject Matter Experts (SMEs) to extract detailed information on current and future processes at each touchpoint
  • Collaborate with Business SMEs to design comprehensive and unified customer journeys that meet the strategic objectives of the organization
  • Analyse customer interaction data to derive actionable insights on customer behaviour and preferences, informing journey improvements
  • Lead and coordinate cross-functional teams to ensure that journey transformation efforts are collaborative, efficient, and effective
  • Establish and monitor key performance indicators (KPIs) to assess the effectiveness of journey transformations and make data-driven decisions
  • Integral to the successful design and delivery of the “future state” bereavement journey / platform(s)
What we’re looking for
  • Computer Literate, e.g. ability to use Excel, Word, PowerPoint
  • Project Management / process improvement
  • Strong strategic and analytical thinking abilities
  • Excellent stakeholder management
  • Excellent leadership and team management skills
  • Proven ability to develop and implement innovative propositions
  • Excellent communication and interpersonal skills
  • In-depth knowledge of life & pensions regulations and Industry best practises
  • High Level of integrity and professionalism
  • Strong problem-solving skills
  • Highly organised
  • Customer-Centric Mindset

The hiring manager to contact is: Trish Parekh Email: trish.parekh@diligenta.co.uk

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