Customer Journey & Improvement Lead

Residential Management Group; Northwich; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

27 days' holiday plus Bank Holidays

Buy/sell up to five days' annual leave

Healthcare cashback plan

24/7 remote GP services

Sponsorship for study and professional

Pension scheme matched up to 7%

Life assurance of four times salary

Access to Our Place Rewards

Job summary

Residential Management Group is seeking a Customer Experience Journey & Improvement Lead to redesign and continuously improve key customer journeys across the business. You will drive mapping, identify pain points and deliver measurable outcomes using data, AI and digital tools.

You will lead a CX Improvement team, collaborate with digital and operational peers, and ensure changes are embedded in ways of working with clear KPIs.

Qualifications

• Experience in Lean or Six Sigma methodologies.
• Experience mapping current and future-state journeys.
• Experience delivering change initiatives with KPIs.
• Experience leading teams and coaching.
• Strong stakeholder management.
• Ability to use AI responsibly to improve processes.

Responsibilities

• Lead end-to-end customer journey mapping, redesign and optimisation.
• Identify improvements using feedback and KPIs to achieve better outcomes.
• Facilitate workshops across teams to redesign processes.
• Explore AI, automation and digital tools to simplify workflows.
• Translate insights into clear requirements for improvements.
• Lead CX Journey Improvement team and coach staff.
• Track impact against KPIs and embed changes into operations.

Skills

Journey mapping

Service design

Customer experience improvement

People management

Root-cause analysis

Workshop facilitation

Data-driven decision making

Stakeholder management

AI adoption awareness

Tools

Salesforce

AI-enabled tools

Job description

Are you an experienced customer journey professional who loves turning insight into meaningful improvements for customers?

We're looking for a Customer Experience Journey & Improvement Lead to lead the redesign and continuous improvement of key customer journeys across our business.

This is an exciting opportunity to help establish and shape our approach to customer journey mapping and improvement. You'll work across digital and non-digital journeys, bringing teams together to identify customer pain points, simplify processes and deliver measurable improvements. You'll also explore how AI, automation and digital tools can create better experiences for both customers and colleagues.

What you'll be doing

• Leading end-to-end customer journey mapping, redesign and optimisation, establishing consistent approaches for understanding customer needs, touchpoints, pain points and opportunities for improvement.
• Using customer feedback, insight and operational evidence to identify and prioritise improvements that deliver better customer and business outcomes.
• Facilitating workshops and working across teams to understand root causes, redesign processes and turn customer journey findings into practical solutions.
• Identifying opportunities to use AI, automation and digital tools to simplify processes, reduce avoidable effort and improve customer and colleague experiences.
• Translating customer insight and journey pain points into clear requirements and priorities for digital and operational improvements.
• Leading and developing the CX Journey Improvement team, building capability in journey mapping, continuous improvement, data-led decision-making and AI adoption.
• Tracking the impact of improvements against agreed measures and KPIs, ensuring changes are successfully embedded into operational ways of working.

What we're looking for

We're looking for someone with:

• Strong professional experience in customer journey mapping, service design or customer experience improvement within a complex service environment.
• Proven experience independently planning, facilitating and maintaining end-to-end current and future-state customer journey maps.
• Experience establishing journey-mapping approaches and measuring the impact of improvements over time.
• People management or team leadership experience, including coaching, objective setting and performance support.
• Strong root-cause analysis, problem-solving and workshop facilitation skills.
• Experience delivering change initiatives and using data and KPIs to demonstrate measurable improvements.
• Strong stakeholder management skills, with the confidence to challenge existing processes and influence change across operational and digital teams.
• An understanding of how AI and automation can be used responsibly to streamline processes and improve content.

Experience with Lean or Six Sigma methodologies, journey-mapping or service-design tools, Salesforce, digital platforms or AI-enabled tools would be beneficial.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers