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Customer Journey Manager – Contact Centre

Location: Newcastle

Salary:

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.

 

Responsibilities:

 

  • 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

 

About you:

 

  • 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!