Customer experience journey manager

Job title Journey Manager

Location: Tachbrook Park, Warwick

Type: Permanent, Full-time, Hybrid – with national travel to sites

Salary: £45,000 - £55,000 (Dependent on experience)

About the Role:

As a Journey Manager, you will play a key role in enhancing the customer experience at a specific stage of their journey. You’ll be responsible for identifying opportunities to improve interactions, streamline processes, and achieve targeted outcomes. By analyzing customer data and implementing innovative solutions, you will help shape our overall customer service strategy, driving satisfaction and loyalty.

Key Responsibilities:

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

What You’ll Bring: