Customer Journey Lead

We are looking for a Customer Journey Lead to work with one of our clients based in Leeds. In this role you will be responsible for the full end-to-end customer journey, aiming to improve customer experience and satisfaction.
Ideally, we are looking for someone who has experience of managing the customer journey, reducing escalations and improving customer satisfaction. We are open to industry, as long as you have the right experience and share the company's values.
In this role, you will also be responsible for a small team of two. Management experience is not essential, however it would be an advantage.
Benefits include:
Salary circa £33k
Flexible working hours and a hybrid element after probationary period
Healthcare
Income protection
Regular company events
Free parking
Light, modern office environment and friendly team Main duties:
Review existing customer journey and customer satisfaction data
Suggest and implement improvements to reduce the volume of escalations
Implement new systems and reports to track improvements to service levels
Enhance customer engagement by taking ownership of the customer training initiative
Conduct regular audits and assessments, driving quality and enhancing overall customer experience Ideal experience:
Significant experience of working within customer service
Experience of implementing strategies which enhance customer satisfaction
An understanding of customer needs and behaviours
Strong attention to detail
Excellent communication skills
Management experience is desirable but not essential If you are interested in this unique opportunity, apply today