Job Description

End Date

Monday 29 June 2026

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid WorkingThe CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

Location: Hyderabad

Experience: 8-14yrs

Role responsibilities:

Understand:

• Independently understands the end-to-end journey

• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey

• Works with limited supervision and lead on Customer Journey and process maps (e.gVisio)

Optimise:

• Continually evaluates the effectiveness of the journey from a customer and business perspective

• Displays a continuous improvement mindset to their journey

Orchestration:

• Coordinate cross functional alignment on journeys

• Understand cross-functional context and build alignment as needed

• Delivers prescribed outcomes for area of responsibility by working within established knowledge management systems.

• Conducts research using primary data sources and selects relevant information to enable analysis of key themes and trends.

• Identifiesshortcomings in existing processes,systemsand procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.

• Delivers prescribed outcomes by working as directed within established data management systems and procedures.

• Writes and edits materials for a variety of target populations, tailoring the tone and content to match the needs and expectations of each audience.

• Develops personal capabilities using existing formal and informal training opportunities, while also coaching others asrequired

• Responds to individual and teamobjectivesand invests in improving personal performance by growing own skills and capabilities, coaching others whenrequired

• Delivers prescribed outcomes and/or supports others by carrying out designated research activities using existing systems and protocols.

• Analyses and evaluates the feasibility/relevance of proposals for complex products/services, then develops and amends as necessary with guidance from senior colleagues and/or supervises activities performed by a product development/specialist team.

• Meets customer needs related to simple products and services while following standardised protocols and/or provides back-office support to a customer advisor team.

• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.