Deloitte
Customer Journey Insights Manager, Continuous Service Improvement
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Connect to your Industry
Enterprise Business Solutions (EBS) was created in December 2020 as Deloitte UK’s internal, enterprise-wide shared services organisation. The vision for EBS is to drive customer-centric and efficient delivery of business services to our firm, enabled by end-to-end ownership of key processes and the application of consistent technology.
Enterprise Business Solutions is a world class, central function that better supports the needs of our firm, people and clients by focusing on exceptional customer experience, service quality and efficiency. In doing so, it will also allow our other Enabling Functions (EF) to focus on providing excellent business advisory support across the firm.
Our Service Management & Continuous Service Improvement (CSI) team is a capability within EBS to monitor and improve the services provided to the business by our Enabling Functions
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
Connect to your opportunity
The Customer Journey Insights Manager role exists to define, evidence and improve real employee journeys across Enabling Functions by uncovering the lived, current‑state experience—not the assumed or designed process.
The Manager will lead structured, evidence‑based journey reviews that surface what actually happens, what people truly need, and where friction, effort, or opportunity exists. They will translate these insights into compelling, quantified narratives for executive leadership to secure investment, prioritisation and action.
The role goes beyond operational process views to bring experiences to life, balancing customer sentiment, business value, operational feasibility and cost.
This is an Enabling Functions-wide role, across multiple internally facing service areas, and so is ideally suited to someone with a strong track record managing service improvement in Shared Services / Global Business Services (GBS) / Business Process Outsourcing (BPO) environments.
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Connect to your skills and professional experience
- You think like a customer. You naturally advocate for user needs, balancing empathy with commercial and operational priorities to drive meaningful outcomes.
- You turn insight into impact. You translate complex data and experiences into clear, compelling stories that influence decisions and unlock action.
- You collaborate to deliver change. You build strong relationships across diverse teams and bring people with you to embed customer-centric thinking at scale.
Essentials:
- Proven experience leading customer journey mapping in complex, multi-stakeholder environments
- Strong expertise in qualitative research and translating insights into actionable outcomes
- Experience combining customer insight with operational and performance data
- Ability to influence senior stakeholders and present compelling executive-level narratives
- Practical application of continuous improvement methodologies (e.g. Lean, Six Sigma)
- Experience developing others and embedding customer-centric practices
- Knowledge & Experience of CX design thinking
Desirables:
- Experience in Shared Services, Global Business Services (GBS), or professional services environments
- Familiarity with AI driven customer journey mapping tools and data visualisation platforms
Connect to your business - Enabling Functions
Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us.
Central business services
We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business.
Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.
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Connect with your colleagues
"Deloitte’s a large, complex and fast-paced organisation but it’s open to new ideas. Everyone is encouraged to show initiative and challenge the norm.” - Lisa, Enabling Functions
Our hybrid working policy
You’ll be based in one of our UK offices with hybrid working. At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.
Our commitment to you
Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.
We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.
Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.
Connect to your next step
A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you’ll experience a purpose you can believe in and an impact you can see. You’ll be free to bring your true self to work every day. And you’ll never stop growing, whatever your level.
Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers
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