CX Change Agent: End-to-End Customer Journeys

Likewize Services UK Limited; Crewe; Presencial; GBP 55.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site gym

Vibrant office space

Dedicated wellness rooms

Large on-site car park

Descripción de la vacante

Likewize Services UK Limited is seeking a Customer Excellence Manager to lead the voice of the customer across Device Protection and Pre-Owned/Trade-In journeys. You will identify pain points, drive improvements, and partner with Digital, Operations, and other teams to deliver seamless, compliant customer experiences.

The role emphasizes data-driven decision making, stakeholder engagement, and a passion for continuous improvement to enhance both customer and colleague experiences.

Formación

• Experience in Customer Experience (CX) or similar customer-focused discipline.
• Strong understanding of digital customer journeys and UX.
• Excellent stakeholder management and collaboration skills.
• Data-driven approach using feedback, NPS, complaints and metrics.

Responsabilidades

• Own and continuously improve end-to-end journeys for Device Protection and Pre-Owned/Trade-In products.
• Identify pain points and opportunities from feedback, complaints data, and performance metrics.
• Partner with teams across the business to deliver joined-up customer experiences and remove barriers.
• Drive operational and digital process improvements to enhance efficiency and outcomes across touchpoints.
• Monitor experience performance and ensure journeys are compliant and aligned with objectives.

Conocimientos

Customer experience

Customer journey management

Service design

Continuous improvement

Stakeholder management

Data-driven decision making

Lean Six Sigma

Descripción del empleo

Likewize Services UK Limited is seeking a Customer Excellence Manager to lead the voice of the customer across Device Protection and Pre-Owned/Trade-In journeys. You will identify pain points, drive improvements, and partner with Digital, Operations, and other teams to deliver seamless, compliant customer experiences.

The role emphasizes data-driven decision making, stakeholder engagement, and a passion for continuous improvement to enhance both customer and colleague experiences.