Head of Customer Journey

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

• To own, maintain and improve the customer journey across the portfolio.
• This role will be required to be the operational subject matter expert on core technology functionality and how it facilitates the customer journey. Work in partnership with Technology and ensure that core technology is used appropriately.
• Ensure that technology is leveraged to ensure that the business delivers a high quality and impactful service to its customers.
• Services to ensure that it is effectively managed, maintained, and continuously developed in line with business priorities, needs and opportunities.

Non London based applicants - £55,000 - £60,000

London based applicants - £60,000 - £65,000

• Act as custodian of customer journey across portfolio, and ensure that core technologies are aligned to requirements and delivering as needed.
• Own the customer journey process map, including how core technology maps to it, and ensuring that requirements for development are effectively identified, specified, prioritised, actioned and tracked through to delivery.
• Work in Partnership with Technology Services to review core technology performance and future roadmaps
• Support user testing on product development to ensure solutions are fit for purpose.
• Take a lead in ensuring that new products/releases are suitably communicated and rolled out with users trained to the required standards.
• Utilise customer insight to improve customer journey.
• Continually review and challenge customer journeys for opportunities for innovation to improve impact and effectiveness of tools and technologies the delivery of services.
• Drive and test innovations, through proof of concept into operational realisation.

Key Contacts & Relationships:

Internal

• Technology Services
• Leaders across Max UK
• Colleagues across Max UK
• Business Transformation Team

External

• 10 x Commissioners

Qualifications & Experience

• Preferably educated to degree level, but with proven intellectual capability.
• Demonstrable track record of working with a range of technologies and applications to deliver effective services to customers resulting in positive impact.

Individual Competencies

• Passionate about the customer experience and application/impact of the product portfolio
• Highly detail conscious with experience of critical path analysis and detailed process mapping
• Strong appreciation for technical environments and architecture
• Strong stakeholder management/communication skills, with the ability to build and maintain effective relationships, and influence and persuade at all levels including highly technical specialists through to service users
• Innovative and creative thinking skills, with the ability to identify and leverage opportunities for improvement by co-creating new and customer-centric solutions.
• Analytical and problem-solving skills, with the ability to evaluate and measure the impact and effectiveness of changes, whilst ensuring alignment with the organisation's performance indicators and quality standards.
• Leadership and people management skills, with the ability to lead, guide, and coach colleagues and customers alike, fostering a high-performance and customer-focused culture.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

Skills:
Healthcare, Customer Support/Service, Business Development, Establish Priorities, Product Development, Test Plan/Schedule, Product/Service Launch, Customer/Client Research, Service Delivery, Technical Delivery, Proof of Concept, Concept of Operations (CONOPS), Business Transformation, Customer Experience, Communication Skills, Problem Solving Skills, Quality Metrics, Analysis Skills, Leadership, Customer Relations, People Management, Coaching, Recruiting/Staffing/Hiring, Diversity

About the Company:
Maximus

Company Size:
5,000 to 9,999 employees

Industry:
Healthcare Services

Founded:
0

Website:
https://www.maximus.com/