Job Type: Permanent
Job ID: 169271
We’re looking to recruit a dynamic and enthusiastic Customer Journey Manager to join an industry-leading company based in Newcastle.
You will be passionate about customer experience and process improvement, making sure the customer is at the heart of every decision.
As a Manager, it is your responsibility to deliver contact centre transformation and improvements with the goal of enhancing the customer experience.
Fantastic salary, bonus and benefits on offer.
Full account for delivering customer journey improvements in line with business goals
Working across multiple departments to align processes to ensure customer receive a “Best in Class” experience
Leading and managing operational improvement programmes
Applying lean methodologies to eliminate waste and improve quality
Be passionate about customer experience, working with other senior leaders to continuously develop the company’s CX strategy
Creating feedback mechanism to help identify continuous improvement opportunities
Using data analysis and root cause analysis to identify critical customer touchpoints and pain points in the journey
Working with other senior leaders to deliver operational improvements
Looking for new and innovative technology to enhance customer experience and reduce customer effort
Passionate about customer experience
Previous experience in continuous improvement / customer journey management
Experience of CI/Lean methodologies
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
Experience working with project management and insight tools
Self-motivated, ambitious and determined
Ability to manage and drive performance
Excellent communication skills at all levels
If you’re interested in this role, send across your CV and a member of our team will be in touch!