Customer Experience Journey Manager

Auctoro Recruitment; Warwick; On-site; GBP 80,000 - 100,000; Full time

Job description

Customer Experience Journey Manager

We are working exclusively with an industry leading client on the lookout for a Customer Experience Journey Manager to join their team in Warwickshire.

As a Customer Experience Journey Manager, this position will play a key role in enhancing the overall customer experience journey. You will be responsible for identifying opportunities to improve interactions, streamline processes, and achieve targeted outcomes. By analysing customer data and implementing innovative solutions, this role will help shape the overall customer service strategy, driving satisfaction and loyalty.

Key Responsibilities:

1. Design and implement plans to resolve customer pain points within your assigned journey stage.
2. Monitor performance using KPIs and customer feedback to inform strategic decisions.
3. Collaborate with other journey managers and cross-functional teams to ensure a seamless, integrated experience.
4. Champion customer insights, ensuring they guide process improvements and innovation.
5. Advise on team capacity and skills needed to deliver exceptional service, working closely with Team Leaders and Resourcing Coordinators.
6. Contribute to training programs and actively support the development of Customer Service agents.

Key Skills, Experience & Knowledge:

1. Analytical mindset: Skilled in data analysis to uncover actionable insights.
2. Strategic thinker: Proven ability to align improvement strategies with business goals.
3. Leadership experience: Success in managing teams to achieve performance targets.
4. Customer focus: Deep understanding of customer needs, using feedback to drive decisions.
5. Collaboration: Strong communicator with a talent for working across teams to enhance customer experiences.

Our client looks for people who are open minded, embrace new ways of working, step out of their comfort zone and look to continuously learn. Opportunities to progress, to develop and to be recognised for your achievements are part of our client's daily life, and they want to share that with you!

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.