Customer Journey Manager (Outside ir35 project)

GCS Recruitment; United Kingdom; Vor Ort; GBP 55.000 - 75.000; Vollzeit

Zusammenfassung

GCS Recruitment is seeking a Customer Journey & Customer Experience Manager outside IR35 to help transform the customer experience across a migration project. The role focuses on mapping journeys and improving end-to-end processes within the energy/utilities sector.

The successful candidate will lead workshops, translate needs into actionable improvements and track the impact of changes across the customer journey and operations.

Qualifikationen

• Experience in customer experience, service design, journey management or transformation.
• Ability to map and analyze end-to-end journeys and processes.
• Track record of identifying improvements and delivering outcomes.
• Strong stakeholder management and workshop facilitation capabilities.
• Skill in turning complex processes into clear, actionable improvements.
• Experience with tools such as Miro, Visio or BPMN.
• Experience within the energy/utilities industry.

Aufgaben

• Map and analyse end-to-end customer journeys and business processes.
• Identify customer pain points, inefficiencies and opportunities for improvement.
• Create journey maps, service blueprints and process maps using tools such as Miro, Visio or BPMN.
• Translate customer needs into practical process and service improvements.
• Facilitate workshops with stakeholders to understand current and future-state journeys.
• Help deliver initiatives that improve customer experience, journey, efficiency and performance.
• Track and communicate the impact of journey and process improvements.

Kenntnisse

Customer journey mapping

Process mapping

Stakeholder management

Workshop facilitation

Process improvement

Energy sector experience

Tools

Miro

Visio

BPMN

Jobbeschreibung

Customer Journey & Customer Experience Manager (outside ir35)

My Utilities/Energy client is looking for a Customer Journey/ Customer Experience Manager to help improve and transform the customer experience across a customer migration project.

Key responsibilities

• Map and analyse end-to-end customer journeys and business processes

• Identify customer pain points, inefficiencies and opportunities for improvement

• Create journey maps, service blueprints and process maps using tools such as Miro, Visio or BPMN

• Translate customer needs into practical process and service improvements

• Facilitate workshops with stakeholders to understand current and future-state journeys

• Help deliver initiatives that improve customer experience, customer journey, efficiency and operational performance

• Track and communicate the impact of journey and process improvements

About you

You'll have experience in Customer Experience, Service Design, Customer Journey Management, Business Process Improvement or Transformation.

We're particularly interested in people who can demonstrate:

• Strong experience with customer journey mapping and process mapping

• Experience analysing end-to-end processes and identifying improvements

• Strong stakeholder management and workshop facilitation skills

• The ability to turn complex processes into clear, actionable improvements

• Experience using tools such as Miro, Visio or BPMN

• Experience within energy, utilities industry