Job
Description-
Journey Expert - Data -
As a Journey Expert, you will be responsible for optimising existing
end-to-end FSDI customer journeys and improving the customer experience by
understanding customer/user requirements and devising new, innovative
solutions, services, products or propositions.
This role will require you to work in your Squad to shape and evaluate
the viability and feasibility of customer solutions, and to ensure that those
solutions are delivered in a way that realises the intended value.
You will work to understand the business process and to continuously
improve, simplify and deliver a better experience across a specific FSDI area
of capability i.e. Core Systems (incl OSX), Data, BI, Automation, Procurement
Systems, Data Governance, APEA Projects and SKY P3/TLC)
What will your day look like
·
Identify, monitor and manage risks, issues and dependencies, agreeing
appropriate risk responses
·
Making sound and timely decisions and re-prioritising work in response
to identified risks
·
Understand business needs and actively work to prioritise and deliver
requests for customers
·
Ensure the work on the backlog is informed by accurate feedback and that
the end product creates a better customer experience
·
Accountability to ensure customer experience improvements are genuinely
delivered – the work doesn’t stop at implementation
·
Ability to challenge yourself and the business on the value that will be
delivered to customer
·
Explore customer needs in a data-driven way, develop and implement
innovative solutions, test the outcomes, and iterate
·
Build collaborative relationships with colleagues within the team to
enable objectives to be achieved
·
Proactive in learning and taking on additional tasks & analysis to
assist in the achievement of team goals
·
Identifying opportunities for continuous improvement and implementing
solutions to perform effective and efficient analysis
·
Strong communications, presentation and facilitation skills, working
with the squad and Business to deliver great customer outcomes
·
Be a positive influence and an integral part of the team
·
Make effective decisions, balancing customer satisfaction, quality and
risk
·
Development of end-to-end strategy and roadmap for customer experience
·
Ensuring customer solutions are elegant in their simplicity, and aligned
with other squads on end-to-end customer outcomes
·
Contribute to the build of sustainable solutions that protect customers,
stakeholders and the community
What will you bring?
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Expert stakeholder management relationship building
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Experience with Agile ways of working
·
Continuous improvement mindset to allow for improved delivery
·
Background in process optimization (e.g. lean/six sigma)
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Proficient in Data analytics and interrogation tools
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Proficiency in using tools to manage projects effectively – whether it’s
Excel, Jira, Confluence, SharePoint or something else!
·
8+ years of experience in Data Analysis and Reporting
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Proficient in Data analytics and interrogation tools
·
Experience in writing SQLs preferably on Teradata
·
Experience in Testing and Data Validation
·
Experience in documenting Business Requirements
·
Exposure to any reporting tools like Qlikview / Qliksense
·
Proficiency in using tools to manage projects effectively – whether it’s
Excel, Jira, Confluence, SharePoint or something else!
·
Expert stakeholder management relationship building
·
Experience with Agile ways of working
·
Continuous improvement mindset to allow for improved delivery
·
Background in process optimization (e.g. lean/six sigma)
·
Exposure to Customer Profitability Reporting
·
Strong communication skills (written & verbal) with the ability to
support trouble shooting and problem-solving requirements from data or business
problems.
·
Exposure to Data Warehousing and modelling techniques.
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