CX Journey Architect & Improvement Lead

Places for People; Northwich; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

27 days' holiday plus bank holidays

Buy/sell up to five days of annual lea

Healthcare cashback plan

24/7 remote GP services

Sponsorship for study and professional

Pension scheme matched up to 7%

Life assurance four times salary

Place Rewards discounts

Job summary

Places for People is seeking a Customer Experience Journey & Improvement Lead to drive end-to-end journey redesign across digital and non-digital touchpoints. You will lead workshops, translate insights into practical improvements and champion AI-enabled solutions that enhance customer and colleague experiences.

The role requires strong mapping, stakeholder management and data-driven decision making, with a bias toward measurable outcomes and ongoing improvement within a complex service

Qualifications

• Proven experience in mapping and improving complex customer journeys.
• Ability to plan and maintain end-to-end journey maps (current and future state).
• Experience measuring impact of improvements over time using KPIs.
• People management or team leadership experience with coaching and objectives.

Responsibilities

• Lead end-to-end journey mapping, redesign and optimisation across channels.
• Prioritise improvements using feedback and operational data for better outcomes.
• Facilitate cross-team workshops to convert insights into practical solutions.
• Identify opportunities to use AI, automation and digital tools to simplify processes.
• Translate insights into clear requirements for digital and operational changes.
• Lead CX Journey Improvement team and embed data-led decision making.
• Track impact against KPIs and embed changes into ways of working.

Skills

Customer journey mapping

Service design

Stakeholder management

Workshop facilitation

Root-cause analysis

Data-driven decisions

AI adoption awareness

Education

Lean Six Sigma knowledge

Tools

Salesforce

CRM systems

AI-enabled tools

Job description

Places for People is seeking a Customer Experience Journey & Improvement Lead to drive end-to-end journey redesign across digital and non-digital touchpoints. You will lead workshops, translate insights into practical improvements and champion AI-enabled solutions that enhance customer and colleague experiences.

The role requires strong mapping, stakeholder management and data-driven decision making, with a bias toward measurable outcomes and ongoing improvement within a complex service