Customer Journey Manager - Hybrid

Customer Journey Manager

Salary up to £46,000 depending on experience

Hybrid Working – 2 days in office, Leeds.

Contract - Permanent position

Working Hours – Monday –  Thursday 8.30am-5pm Friday 8.30am-4.30pm.

Purpose of the job:

• Define and shape the customer journey strategy across all touch points, platforms and systems
• Create a seamless and consistent customer journey at every stage and touchpoint of the customer lifecycle.
• Own, monitor and measure the end-to-end customer proposition, experience and performance of our customer journey
• Understand the customer's needs, preferences, and behaviours, and using this information, improve the customer experience and drive customer loyalty and satisfaction.

Main Responsibilities:

• Develop comprehensive customer journey maps to understand and document the end-to-end customer experience
• Identify key touch points and moments of truth throughout the customer lifecycle
• Responsible for the end-to-end customer journey, experience and performance of the customer journeys
• Create smarter and more customer friendly solutions that make our customer journeys easy, intuitive and digitally led
• Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.
• Collaborate with key stakeholders and colleagues across the division to prioritise and deliver improved and enhanced customer journeys
• Implement continuous improvement initiatives based on customer feedback and market trends.
• Monitor and evaluate the success of implemented strategies and adjust as needed.
• Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey.
• Stay updated on emerging technologies that can improve customer experience
• Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success
• Prepare and present regular reports to the leadership team, highlighting areas of improvement and success.

Knowledge and Skills

Knowledge

• Understanding of project and programme management techniques and management of risk
• Knowledge of B2B electricity and gas UK Retail business processes and systems is preferable
• Familiarity with customer relationship management (CRM) systems.
• Knowledge of marketing automation tools and analytics platforms
• Understanding customer needs, behaviours and preferences through their journey
• Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey is

Skills

·         Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast paced agile environment

• Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo.
• Strong negotiator, highly influential with commercial acumen
• Excellent communicator and facilitator with the ability to diffuse tense situations and deal with conflict across different levels of an organisation
• Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes.
• Challenging the business to drive for an innovative solution; “think out of the box” and ensuring best in class solution designs
• Evidence of making decisions which produce successful outcomes
• Microsoft Office proficient
• Project management skills and the ability to drive cross-functional collaboration.
• Ability to produce accurate work within tight timescales
• Highly organised
• Ability to analyse data and provide insight
• Presentation skills

·         Strong analytical skills with the ability to translate data into actionable insights

If interested, APPLY NOW! Alternatively, please send a copy of your CV to (url removed)