Customer Journey Excellence Manager

Likewize

Crewe

On-site

GBP 45,000 - 65,000

Full time

3 days ago

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Benefits offered by this job

Free on-site gym

Large on-site car park

Job summary

The Likewize UK Crewe office is seeking a Customer Excellence Manager to own and improve end-to-end customer journeys across Device Protection and Pre-Owned/Trade-In products. You will gather insights from feedback, complaints data, and performance metrics to drive measurable improvements with cross-functional teams.

You’ll influence stakeholders across Digital, Operations, Warehouse, Contact Centre and more to deliver simple, intuitive, and compliant journeys that enhance customer and colleague

Qualifications

Experience in CX, customer journey management, service design or similar.
Strong understanding of digital journeys, UX and operational processes.
Excellent stakeholder management and collaboration skills.
Data-driven approach using customer feedback, NPS, complaints and metrics.
Familiarity with Lean, Six Sigma or similar improvement methodologies.

Responsibilities

Own end-to-end customer journeys for Device Protection and Pre-Owned/Trade-In.
Identify pain points from feedback and data to drive improvements.
Partner with cross-functional teams to deliver seamless customer experiences.
Drive operational and digital process improvements across touchpoints.
Monitor performance and ensure journeys are compliant and aligned with objectives.

Skills

CX management

Digital customer journeys

Stakeholder management

Data-driven decision making

Lean/Six Sigma

Job description

You’ll influence stakeholders across Digital, Operations, Warehouse, Contact Centre and more to deliver simple, intuitive, and compliant journeys that enhance customer and colleague

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