Customer Journey Manager
About the Role
An exciting and rare opportunity to join the Senior Management team of a highly complex, market leading organisation who are undergoing a rapid period of change, transformation and technological investment across their contact centre operation.
Leading a Customer Experience and Quality Team the successful person into this post will have a background in designing customer journeys across all mediums (voice, webchat, text etc). Working in a collaborative manner, with full responsibility for designing, implementing and managing the customer experience throughout the entire customer journey the successful individual into this business critical position will also be responsible for ensuring change is delivered to time and budget, as well as providing the customer outcome the business requires.
The Customer Journey Manager will play a lead role in maintaining key insights and trends on customer engagement and driving the execution of vision and goals for the Customer Services Contact Centres. It is expected that, through well honed and demonstrable influencing and stakeholder management skills, you’ll be able to utilise your wide-ranging experience to influence the broader business to ensure Customer Experience is at the heart of everything the organisation does.
Successfully managing complex change across multiple and often conflicting stakeholders – you’ll credibly challenge existing processes, systems and how the business does things at both a strategic and grass roots level. Most importantly you'll be Customer obsessed, you’ll be able to set a high-level vision – and then drive it through to completion, ensuring the business achieve their ambitious targets for customer satisfaction through exceptional customer experience.
The post brings together major Contact Centre transformation and investment in Contact Centre technology at a time when the business is experiencing rapid growth and therefore requires a seasoned, level headed candidate with the gravitas to lead the Customer Experience function through a period of major change.
You will be a Contact Centre ‘guru’, possessing a background in leading customer operations and contact centres and it is imperative you possess extensive experience in delivering world class service to customers who may be in receipt of multiple contacts per week or month.