< Back to Vacancies

Customer Journey Manager – Contact Centre

Location: Newcastle

Salary: £40,000 + Bonus

Job Type: Permanent

Job ID: 168676

Customer Journey Manager - Contact Centre - c£40,000 + Bonus + Benefits


My client is looking to recruit a dynamic, enthusiastic and customer focused Customer Journey Manager to join their rapidly expanding operation in Newcastle. We are looking for a someone with a strong contact centre background that is passionate about customer experience and process improvement, making sure the customers are at the heart of every decision.


Office based role! Covid security measures are in place which includes weekly testing for all employees!




  • Full ownership of creating, executing, and delivering the full end to end customer journey

  • Working across multiple departments to align processes to ensure customer receive a Best in Class experience.

  • Analyse data to deliver insight and recommendations

  • Identify improvement opportunities

  • Be passionate about customer experience, working with other senior leaders to continuously develop the company’s CX strategy

  • Working with other senior leaders to deliver operational improvements in line with the wider business strategy

  • Looking for new and innovative technology to enhance the operation or performance of systems


About you:


  • Previous experience in a senior contact centre role within leadership or customer experience

  • Passionate about customer experience

  • Previous experience in continuous improvement

  • Experience in managing change in a fast paced and agile environment

  • Ability to interpret contact centre data and make recommendations to improve processes and CX

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Ability to influence and engage both internal and external stakeholders

  • Excellent analytical, decision making and problem-solving skills

  • Self-motivated, ambitious and determined

  • Ability to manage and drive performance

  • Excellent communication skills at all levels


Key words: Customer Journey Manager, Customer Experience Manager, Contact Centre Operations Manager, Customer Service Manager, Contact Centre Manager, Operations Manager, Customer Journey Mapping


Salary up to circa £40,000 DOE + Bonus + Benefits


Please apply immediately via the link…


Matt Lazenby