Customer Journey Manager

England, Berkshire, Reading
£61000 - £63000 per annum + pension, bonus
11 Oct 2018
08 Nov 2018
Industry Sector
Contract Type
Work Experience Level
Agency-side or Client-side
Client Side
Job Role
Insight Manager

As a Customer Journey Manager, based in Reading on a permanent basis of a salary up to £63,000 plus excelent benefits.

Key responsibilities

  • To define and design customer journeys for all segments and channels. Agree KPI, service standards and develop improvement opportunities. Drive and monitor delivery of performance across the end to end journey.
  • The main purpose is to create an exciting opportunity on the customer journeys to deliver a great experience to the customers.
  • Identify opportunities to improve customer experience and working with business and process owners develop and agree compelling business cases to achieve uplift in NPS/CSAT and reduction in cost to serve.
  • Specify customer insight - working collaboratively with the Insight teams to secure data and information in format and frequency.
  • Understand best practice delivery, benchmark information and regulatory landscape for appropriate customer journey.
  • Govern the appropriate customer journeys arranging regular forums to review opportunities and priorities, performance and track benefit delivery.

Key skills required:

  • Strong track record of creating new ideas from customer design and customer insight
  • Able to influence and guide your team of customer experience professionals so previous line management experience is preferred.
  • The successful candidate will be a customer advocate with a clear passion and determination to improve the customer experience.
  • You will need to be a good communicator who is able to work collaboratively with many different teams and colleagues across the company and have a natural flair to articulately demonstrate your capability to develop and present business cases and prioritise customer projects and activities.
  • An understanding of the external market and how it is developing including regulatory framework impacting customers would be advantageous as is an anility to analyse customer and operational
  • performance insight.

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Hudson is part of Morgan Philips Group and is a leading provider of permanent recruitment, contract professionals and talent management solutions worldwide.

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