Customer Experience Architect

Likewize; Stoke-on-Trent; Sur place; GBP 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

On-site gym

Free on-site parking

Résumé du poste

Likewize is seeking a Customer Excellence Manager to be the voice of the customer, leading improvements across our Device Protection and Pre‑Owned/Trade‑In journeys. This onsite Crewe role involves collaborating across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product teams to drive measurable customer and colleague experience enhancements.

You will turn feedback and performance data into actionable improvements that simplify journeys, boost

Qualifications

• CX management
• Customer journey optimization
• Stakeholder collaboration
• Data-driven decision making
• Lean/Six Sigma knowledge (preferred)

Responsabilités

• Own and continuously improve end-to-end customer journeys for Device Protection and Pre-Owned/Trade-In products.
• Identify pain points and opportunities using feedback, complaints data, and metrics.
• Partner with cross-functional teams to deliver joined-up customer experiences and remove journey barriers.
• Drive operational and digital process improvements to enhance efficiency and outcomes across touchpoints.
• Monitor CX performance, measure impact of improvements, ensure compliance and alignment with business goals.

Description du poste

Likewize is seeking a Customer Excellence Manager to be the voice of the customer, leading improvements across our Device Protection and Pre‑Owned/Trade‑In journeys. This onsite Crewe role involves collaborating across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product teams to drive measurable customer and colleague experience enhancements.

You will turn feedback and performance data into actionable improvements that simplify journeys, boost