Are you passionate about enhancing customer experiences and driving meaningful change? Join Air IT as a Customer Journey Manager and play a key role in improving our end-to-end customer journey!
As a Customer Journey Manager, you will collaborate across teams to influence and enhance specific customer touchpoints, using the voice of the customer to challenge the business and implement improvements in day-to-day operations and strategic initiatives.
? Key Responsibilities:
* Customer Feedback: Send timely automated/manual surveys and gather feedback from budget holders and ad-hoc sources.
* Data Analysis & Insights: Bring customer feedback to decision-makers, recognize excellence, and resolve issues.
* Metrics Management: Own and report on CSAT and NPS metrics, ensuring accuracy and reliability.
* Customer Insight: Implement innovative ways to gather and centralize customer insights.
* 360-Degree View: Integrate all customer touchpoints into a single, cohesive view.
* Reporting: Combine customer feedback, operational metrics, and other data into actionable reports for leadership.
* Continual Improvement: Drive systemic issue resolution through a double-loop improvement system.
* Complaint Management: Lead teams to fully resolve customer complaints and independently investigate when necessary.
* Cultural Change: Collaborate with colleagues to embed customer insight into Air IT’s culture.
? Qualifications & Skills:
* Strong stakeholder management and communication skills.
* Experience in MSP or similar environments.
* Ability to manage customer feedback and complaints, addressing root causes.
* Adaptability under pressure and flexible working arrangements.
* ITIL certification.
* Strong analytical skills using Excel.
* Experience in customer journey mapping and process documentation.
* Lean Six Sigma certification (Yellow or Green Belt).
* Knowledge of ConnectWise and other business systems.
* Valid driving license.
Why Join Air IT?
Be part of a dynamic team dedicated to putting customers first and driving operational excellence. In this senior role, you’ll have the opportunity to challenge the status quo, shape strategies, and make a lasting impact on our organization’s customer experience.
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