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Journey Optimisation Manager

Job Title: Journey Optimisation Manager

Department: ICS Digital Transformation

Location: London

Salary: Up to £50k per annum + bonus + excellent company benefits

Full Time – Permanent Contract 

ICS is one of the UK’s leading healthcare staffing providers. Our aim, which underpins everything we do, is to be the first choice for health, life sciences and social care professionals and clients. Our recent achievements have seen us outperform our main competitors with strong growth across each of our markets.

We currently have an exciting opportunity for a Lean Six Sigma qualified individual, to join our growing Digital Transformation Team within the role of Journey Optimisation Manager.

Within this role you will be supporting the Head of Customer Journey Optimisation to shape and deliver our digital transformation strategy across several of our ICS brands. You will be responsible for leading a team of Business Improvement Managers ensuring improvement of the end to end candidate, client and managed services experience across all ICS processes, systems, policies and proposition.

ICS is the market leader in the provision of healthcare professionals across approx. 24 brands, this role is key to improving our standing in the market, and we have plans to support significant growth across our businesses.

As you will be supporting several brands, regional travel to other offices will be expected with some flexibility to be home based.

Responsibilities Include

  • Working with the Head of Customer Journey Optimisation on shaping and delivering our Digital Transformation strategy
  • Understand and document our end to end processes, mapping end to end customer journeys
  • Work with the business to create business cases and help to measure and assess the end outcomes once implemented 
  • Manage business improvement managers to ensure successful completion of their tasks and duties
  • Lead and facilitate workshops with stakeholders and SME's
  • Work with the business to create experience principles by brand and embed into overall change and environment

About You

  • Excellent communications skills
  • Strong relationship builder with the ability to build relationships with both internal and external stakeholders
  • Passionate about customer experience improvement and innovation
  • Excellent quantitative and qualitative skills
  • Good at cultivating and delivering upon working relationships


  • Lean Six Sigma qualification is essential
  • Minimum of 2 years’ experience working within a role delivering end to end customer experience improvement
  • Background in consultancy work or experience within a customer service organisation
  • Strong working knowledge of Microsoft Office and Microsoft Visio
  • Proficient project management skills and experience across technical, process proposition and policy improvements

What we can offer you

In exchange for your hard work we can offer you in addition to the salary an annual bonus based on performance paying up to 15%, in addition to company benefits which include 25 days annual leave + bank holidays which increase with years of service, company pension scheme where we match your contribution up to 5% plus many more excellent benefits.

Our commitment to employee development through training, personal development plans, professional qualification support and career progression, has resulted in excellent retention levels. If you are looking for a role where you are a valued member of a key business function, where you can push your career forward in a company that continues to grow year on year, then contact us now with your current CV to apply.

The ICS Group is an equal opportunities employer



Or, know someone who would be a perfect fit? Let them know!

London, King's Cross

N1 9NG London Directions

Perks, Benefits and Reward


We recognise that everyone has different priorities and lifestyles, and our flexible benefits package reflects this. Benefits range from a matching contribution pension scheme and a healthcare cash plan to flexible holiday options and discounted shopping vouchers. 
• Buy and sell holiday
• Corporate discounts
• Career development
• Cycle2Work scheme
• Discounted shopping vouchers
• Healthcare insurance
• Life assurance
• Matching pension scheme

Career Development

Our business is always changing, and so are you. To ensure you’re fully prepared for these changes and ready to reach your full potential we offer continuous learning and development. We’re passionate about helping our people grow and promote internal progression and mobility. 
• Management and leadership training
• On-boarding
• Personal development
• Role-specific training
• Work-based qualifications

Reward and Recognition

We want to share our successes, recognise excellent performance and promote healthy competition, which is why we offer competitive salaries, bonus schemes linked to performance and a whole host of recognition awards. Work hard and it’s entirely possible you’ll be recognised as an exceptional performer.
• Annual awards
• Exceptional performance awards
• Long service recognition


More than just a buzzword, we really do care about your wellbeing and encourage you to do the same. Our health and wellbeing coaches run smoking cessation and weight loss campaigns to help our people to achieve a healthier lifestyle. We also have a number of qualified mental health first aiders providing a vital support network, discounted gym memberships, free fruit; and our employee assistance programme is there to help you with life’s little ups and downs.
• Cycle2Work scheme
• Discounted gym membership
• Employee assistance programme
• Flexible working
• Free fruit
• Healthcare cash plans
• Mental health first aiders
• Paid time off for charity work 
• Staff wellbeing initiatives 

Our Culture



Independent Clinical Services is a global workforce management solutions and services provider for the health and life science sectors. We know that our people are what drive our success. We foster an environment that enables them to be individuals, to be entrepreneurial, and to make tangible contributions towards the growth of our businesses. 


We strive to provide our people with the tools and the environment to build a meaningful and successful career with us, from wellbeing and flexibility to expansive client and candidate networks. 

We reward high performance and ensure employees feel part of our growth strategies and successes. Our commitment to employee development through training, personal development plans, professional qualification support and career progression has resulted in excellent retention levels.




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