Customer Journey Manager

Air IT Limited; Milton Keynes; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Journey Manager, where you will enhance customer experiences and drive meaningful change. In this pivotal role, you will collaborate across teams to influence customer touchpoints and implement improvements based on customer feedback. Your analytical skills will be crucial in managing metrics like CSAT and NPS, while your stakeholder management abilities will help embed customer insights into the company culture. This is an exciting opportunity to challenge the status quo and make a lasting impact on the organization’s customer experience.

Qualifications

• Strong stakeholder management and communication skills are essential.
• Experience in MSP environments and customer journey mapping is preferred.

Responsibilities

• Gather and analyze customer feedback to drive improvements.
• Manage customer complaints and ensure resolution effectively.
• Report on customer satisfaction metrics and insights.

Skills

Stakeholder Management

Communication Skills

Data Analysis

Customer Journey Mapping

ITIL Certification

Lean Six Sigma Certification

Excel Skills

Adaptability

Complaint Management

Knowledge of ConnectWise

Job description

Are you passionate about enhancing customer experiences and driving meaningful change? Join Air IT as a Customer Journey Manager and play a key role in improving our end-to-end customer journey!

As a Customer Journey Manager, you will collaborate across teams to influence and enhance specific customer touchpoints, using the voice of the customer to challenge the business and implement improvements in day-to-day operations and strategic initiatives.

? Key Responsibilities:

• Customer Feedback: Send timely automated/manual surveys and gather feedback from budget holders and ad-hoc sources.
• Data Analysis & Insights: Bring customer feedback to decision-makers, recognize excellence, and resolve issues.
• Metrics Management: Own and report on CSAT and NPS metrics, ensuring accuracy and reliability.
• Customer Insight: Implement innovative ways to gather and centralize customer insights.
• 360-Degree View: Integrate all customer touchpoints into a single, cohesive view.
• Reporting: Combine customer feedback, operational metrics, and other data into actionable reports for leadership.
• Continual Improvement: Drive systemic issue resolution through a double-loop improvement system.
• Complaint Management: Lead teams to fully resolve customer complaints and independently investigate when necessary.
• Cultural Change: Collaborate with colleagues to embed customer insight into Air IT’s culture.

? Qualifications & Skills:

• Strong stakeholder management and communication skills.
• Experience in MSP or similar environments.
• Ability to manage customer feedback and complaints, addressing root causes.
• Adaptability under pressure and flexible working arrangements.
• ITIL certification.
• Strong analytical skills using Excel.
• Experience in customer journey mapping and process documentation.
• Lean Six Sigma certification (Yellow or Green Belt).
• Knowledge of ConnectWise and other business systems.
• Valid driving license.

Why Join Air IT?

Be part of a dynamic team dedicated to putting customers first and driving operational excellence. In this senior role, you’ll have the opportunity to challenge the status quo, shape strategies, and make a lasting impact on our organization’s customer experience.