CX Transformation & 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

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.