Deloitte
Customer Journey Insights Lead
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Job title: Customer Journey Insights Lead (contract)
Duration: 10 months
Target Start Date: ASAP
Location: Hybrid - Preferably Cardiff or any other Deloitte office (London, Leeds, Birmingham, Manchester). Travel to the office on a fortnightly basis and for workshops
Rate: Competitive, inside IR35
Deloitte
Working with the Deloitte Associate (Contractor) Programme means we can offer you the opportunity to work on a variation of industry and client related projects. Our aim is to retain the best talent and so when your project end date nears our team of Talent Community Advisors will be working with you to look at alternative projects within the firm that suit your experience should you wish to continue with Deloitte.
About the role:
We are seeking an experienced a Customer Journey Insights Lead to deliver our new approach to service improvement at Deloitte. As part of our Service Management and CSI team within Enterprise Business Solutions, you will monitor and improve the services provided to the business by our Enabling Functions. This role will help shape how we understand, evidence and improve the real employee, customer and user experience across end-to-end journeys, ensuring services meet business needs while delivering a more intuitive, human and consumer-grade experience. This is an exciting opportunity for someone who can combine service improvement discipline with customer and human-centred insight. Using journey monitoring, mapping, effort measurement and focus groups, you will bring lived experience to life and turn it into practical, prioritised improvement opportunities. You will work across multiple internally facing service areas so experience in shared services / GBS / BPO service improvement is essential.
Responsibilities but not limited to;
- Define, maintain and monitor end-to-end customer, employee and user journeys across key Enabling Function value streams, focusing on real lived experience rather than process assumptions.
- Identify pain points, effort drivers, moments that matter, emotional highs and lows, experience breakdowns and opportunities to create more intuitive, human and effective services.
- Design and run structured insight activity including focus groups, interviews, workshops, surveys, sentiment capture, user testing, mystery shopping and observational research where appropriate.
- Combine qualitative insight with quantitative signals such as customer effort, satisfaction, contact demand, operational performance and service management data to build robust, evidence-led conclusions.
- Develop and apply repeatable journey assessment and prioritisation criteria, considering customer impact, effort reduction, business value, feasibility, data readiness, service risk and AI or automation potential.
- Translate journey insights into clear improvement opportunities, transformation hypotheses and prioritised backlogs that support CSI, service redesign, Lean, Six Sigma, AI and automation activity.
- Create compelling executive-ready narratives, journey maps and visualisations that bring the customer and user experience to life and support leadership decision-making.
- Work closely with service owners, operational teams, technology teams and internal customer groups to validate findings, shape recommendations and support implementation of cross-functional improvements.
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Essential Skills: Experience with the following is required:
- Experience in customer journey mapping, service design, customer experience improvement or service improvement
- Experience working across end-to-end processes or journeys in a shared services/ GBS / BPO Service environment within Corporate, Professional Services or Financial Services
- Customer Insight and facilitation: Experience gathering customer, employee or user insight through focus groups, interviews, workshops, surveys, user testing or feedback forums.
- Experience creating or using customer effort, journey health, sentiment, service performance or voice of customer measures.
- Experience identifying pain points, effort drivers, moments that matter, emotional experience and service breakdowns across end-to-end journeys.
- Data analysis & Insights: Experience using data and insight to inform prioritisation and decision-making, including combining qualitative feedback with quantitative experience or operational measures.
- Experience translating complex insight into clear journey maps, visualisations, recommendations and actionable improvement opportunities for stakeholders.
- Experience delivering or contributing to continuous improvement, service redesign, transformation or automation initiatives.
- Stakeholder engagement & Influence: Able to work across multiple stakeholders and functions, bring together service owners, operational teams and internal customer groups around shared improvement priorities. Influence stakeholders to adopt customer-centric and data-led ways of working.
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Desirable
- Experience identifying or supporting automation and/or AI-enabled improvements - Understands where AI and automation can drive value in service environments
- Experience building or contributing to opportunity pipelines, backlogs or prioritisation frameworks
- Lean, Six Sigma service design, design thinking or other structured improvement methodologies (Black Belt certification beneficial)
Deliverables
- Design, implement and govern a Voice of the Customer (VoC), including customer forums, focus groups and feedback mechanisms, producing actionable customer insight to inform the Customer Experience and Service Transformation programme.
- Define, maintain and continuously enhance end-to-end customer journeys across priority value streams, identifying pain points, moments that matter, service failures and experience improvement opportunities, with documented journey maps and recommendations.
- Gather and analyse qualitative and quantitative customer insight, translating customer needs, journey findings and experience data into evidence-based end-to-end transformation opportunities, business cases and prioritised improvement initiatives.
IR35
As a means of managing tax, commercial and reputational risks, Deloitte prohibits the use of Associates through Personal Service Companies (‘PSCs’). All Associates must contract under PAYE arrangements through a Deloitte approved ‘Employment Company’ (aka ‘umbrella company.’)
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