Customer Experience Performance Improvement Manager Driving improvements across the Contact Centre & Wider Customer Journey Leeds / Bradford - Hybrid (3 days on site) £75,000 - £77,000 plus car / allowance, Bonus & Generous Benefits Client Details Page Group are delighted to be partnering with a key client on the appointment of a Contact Centre Performance Improvement Manager to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations Description Develop strategies to continuously improve and develop the end to end customer journey Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations Ensure consistency and compliance of service across the Contact Centre and wider operations Create a culture of continuous improvement across the contact centre and cx functions Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change Create, refine and adapt improvement plans on a continual basis Be a subject matter expert for change and process improvement across the business area Lead, motivate and inspire operational leaders through change management and process improvement cycles Profile Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting Strong analytic approach - turning data into insights Proven record in Process / Continuous Improvement KPI Management within a Contact Centre environment Strong knowledge of planning and scheduling Passionate about delivering excellent customer service Job Offer This is an exciting opportunity to join a leading business as Customer Experience Performance Improvement Manager. The role will be hybrid - 2/3 days on site Based In the Leeds / Bradford Area, the role offers: Salary of £75,000 - £77,000 Company Care or Car Allowance Up to 15% Bonus Private Medical Insurance Up to 12% Employer contribution pension x4 Life Assurance 25 days holiday plus Bank Holidays The successful candidate will be based within a 1 hour commute due to business needs