Customer Journey and CX Manager

Bell Integration; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Bell Integration is seeking a Customer Journey / CX Manager to lead end-to-end customer journey mapping and CX initiatives. You will drive improvements across the full lifecycle, working with Delivery, Operations, Marketing, Transformation and Product to embed customer-centric thinking in strategic decisions.

Hybrid role with occasional travel to London, permanent employment. You will act as a subject matter expert in CX and journey management, identifying friction, and influencing governance

Qualifications

• Proven experience leading customer experience, customer journey, and transformation initiatives with measurable outcomes.
• Strong BA skills: requirements gathering, process mapping, current/future state analysis.
• Experience in journey mapping and service blueprinting.

Responsibilities

• Own end-to-end mapping and evolution of customer journeys across lifecycle.
• Identify pain points and opportunities to improve customer interactions.
• Lead customer-focused improvement initiatives and governance.
• Collaborate with Delivery, Operations, Marketing, Transformation, Product and Leadership teams.

Skills

Customer Journey Mapping

Service Design

User-Centred Design

Stakeholder Management

Requirements Analysis

Workshop Facilitation

Process Mapping

Communication & Presentation

Job description

• Location: Hybrid (occasional travel to London :1-2 days per month)
• Employment Type: Permanent
• Reporting To: Director of Service Delivery Management / CX. Works within ‘Customer Office’

Customer Journey / CX Manager

• Location: Hybrid (occasional travel to London :1-2 days per month)
• Employment Type: Permanent
• Reporting To: Director of Service Delivery Management / CX. Works within ‘Customer Office’

Role Purpose

The Customer Experience & Journey Manager is responsible for ensuring the customer journey is mapped, well understood and CX / Journey thinking is embedded into the key components of company / transformational decision making Combining Customer Experience, Business Analysis and CX disciplines, the role will lead the understanding, mapping and continuous improvement of customer journeys across the full customer lifecycle. Working closely with Delivery, Operations, Marketing, Transformation, Product and Leadership teams, the role will identify customer friction, influence strategic decision‑making and drive measurable improvements in customer outcomes. This role will work within the already established Customer Office to ensure CX thinking within transformation and ensure customer insight, voice of customer and XLA insights are incorporated into customer journey. The role supports an “outside‑in” customer view and helps ensure Bell continues to scale whilst maintaining a high‑quality customer experience.

Key Responsibilities:

Customer Journey Management

• Own the detailed mapping, maintenance and evolution of end‑to‑end customer journeys across the customer lifecycle.
• Analyse customer interactions and identify pain points, friction and opportunities for improvement.
• Support the delivery of customer‑centric improvement initiatives.
• Ensure customer journey considerations are incorporated into operational, service and transformation decisions.
• Identify opportunities to simplify customer interactions as the organisation grows.
• Make customer journeys available and easy to consume through the whole of Bell, with a priority being the transformation team.

Business Analysis & Transformation

Assess the impact of transformation programmes, organisational change and service developments on customer experience and customer journey

• Drive customer‑focused decision making during project and transformation governance activities.
• For offerings development support design of new customer journeys that improve customer outcomes within these new offerings. Work closely with product team to ensure customer journeys are considered
• Analyse complex customer journeys, touchpoints and service interactions to identify opportunities for improvement.
• Support the development of digital‑first experiences for customers. Work with product to further enhance the CX Platform and encourage / monitor it’s adoption

Customer Governance & Continuous Improvement

• Contribute with a CX voice to existing forums / champion customer centric thinking
• Present to stakeholders and leadership teams
• Identify broad trends, themes, risks and opportunities impacting customer sentiment / loyalty
• Support the development of customer experience / XLA dashboards

Leadership & Capability Development

• Maintain awareness of emerging customer experience trends
• Share knowledge and best practice across the business.
• Act as a subject matter expert for customer experience and customer journey management

Essential Skills & Experience

Experience:

• Proven experience leading customer experience, customer journey, and transformation initiatives that have delivered measurable business and customer outcomes.
• Strong Business Analysis experience including:
  • Requirements gathering
  • Process mapping
  • Current and future state analysis
• Experience conducting customer journey mapping and service blueprinting activities.
• Experience influencing stakeholders across multiple business functions.
• Experience working within complex operational or service delivery environments.

Skills:

Customer Experience & Service Design

• Customer Journey Mapping
• Service Design
• User-Centred Design
• Customer Advocacy
• Experience Strategy
• Design Thinking
• Customer Lifecycle Management
• Customer Research

Business Analysis & Insight

• Requirements Analysis
• Workshop Facilitation
• Process Mapping

Delivery & Leadership

• Stakeholder Management
• Governance Participation
• Strategic Thinking
• Commercial Awareness
• Communication & Presentation Skills

Desirable

• Business Analysis / Six Sigma or Service Design qualification or equivalent.
• Experience working with Customer Success, Managed Services, Marketing and Service Delivery functions. Within IT or Software

Success Measures

The role will be successful when it delivers:

• Improved customer experience measures.
• Reduction in customer effort and customer journey friction.
• Successful delivery of customer journey improvement initiatives.
• Adoption of CX Platform for customers
• Improved customer retention, growth and advocacy.

Personal Attributes

• Customer obsessed
• Naturally curious
• Commercially minded
• Collaborative
• Evidence-driven
• Comfortable with change
• Passionate about simplification

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