About This Role

• Use operational insight and journey data to identify and resolve friction in high-volume or high-impact customer journeys, partnering with teams across the business to ensure that policy, process, and systems are optimised for customer effort and resolution.
• Own the framework for RCA and conduct structured investigations into failure demand, complaints, repeat contact and escalation drivers, analysing the interaction and journey data to surface systemic issues and prioritise service improvements.
• Establish and maintain a dynamic tactical improvement activity list, targeting short-to-medium terms fixes across policy, process, and tools, ensuring alignment between quick wins and broader transformation initiatives.
• Act as the owner of the journey mapping framework for the contact centre, ensuring consistent standards and application, facilitating journey mapping workshops with internal stakeholders, using insights to inform redesign and prioritisation.
• Launch and run structured forums for frontline agents and team leaders to propose service improvements. Close the loop by feeding accepted ideas into the tactical improvement list and recognising contributor impact.
• Liaise with Journey utility teams to ensure consistency, alignment and sharing of insights across the broader enterprise, acting as the contact centre voice in experience governance and design communities.
• Track benefits of implemented changes, (e.g. demand reduction, improved NPS/CSAT, Resolution rates), ensuring initiatives align with regulatory expectations, customer duty outcomes, and internal risk appetite.
• Use operational insight and journey data to identify and resolve friction in high-volume or high-impact customer journeys, partnering with teams across the business to ensure that policy, process, and systems are optimised for customer effort and resolution.

• Educated to A-level or equivalent  
• Strong leadership, acting as a role model for all colleagues and demonstrates Diligenta values and behaviours
• Ability to interact confidently, productively with key stakeholders
• Proven track record in leading the performance of others
• Strong interpersonal skills and ability to motivate and inspire teams across multi-site locations
• Develop and coach a team of experts to help deliver core team objectives and create a succession planning pathway
• Excellent communication skills, both written and verbal with ability to confidently present opinions and advice at Senior level
• Excellent analytical skills with the ability to suggest innovative ideas to help take the business forward in a lean culture/changing environment.
• Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines.
• Strong understanding of critical service levels, reportable measures and KPI's
• Proven operational experience at Management Level
• Strong technical understanding of the Life and Pensions industry and its regulatory regime.
• Solid presentation skills, both written and verbal
• Effective organisation skills
• Strong knowledge of Excel, Word and Power point

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

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