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
#J-18808-Ljbffr…