Customer Journey Manager

  • Permanent
  • Reading, South East
  • Posted 30th November 2018
  • £55000 - £60000 per Annum + Competitive Bonus & Bens
  • Ref: 621556
With an established reputation for strong service delivery, our Client is looking to engage with a Customer Journey Manager to support and further improve the customer experience and engagement.

Your core role will require you to
*Design and implement Customer Journeys that set us apart from competitors while meeting business requirements
*Drive large projects in a multi disciplined setting as well as ensuring a consistent approach across multiple channels.
*Deliver successful customer journeys and experience improvements.
*Continually review and improve processes ensuring the increase of customer satisfaction.
*Engage across the group and be a business partner to areas of the business that provide advice and support, identifying potential customer impacting improvement initiatives and service improvements.
*Support strategic initiatives, to deliver a step-change in customer experience performance.
*Work with senior leaders to agree, prioritise, plan, coordinate implementation and follow up on all process improvement activities with successful outcomes.

Essentially you will consider yourself
*Passionate about developing customer experience and service improvements.
*An expert in improving customer journeys through designing, owning and delivery customer journey initiatives.
*To be a proven experience in leading customer journey change programmes.
*To have a strong commercial outlook to ensure business focus.
*A highly motivated, influential leader who will be able to engage and inspire success through others.
*An effective communicator, who can deliver change, and be able to demonstrate when you have delivered excellent performance results and embed a culture of continuous improvement.
*Ability to act as a driver for change.

This is a very varied and exciting role which will require review of existing procedures, implementation of change and solid leadership skills from the start. You will support development/enhancement within a professional services environment.

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