Customer Journey Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About the role:

Our Support Services are always on hand to offer advice and guidance to colleagues across our business. Our Purpose and Proposition team are a part of this and now, we're seeking a Customer Journey Manager, who will play a crucial role in designing seamless and engaging customer experiences that drive satisfaction and brand loyalty.

In this role, you'll collaborate with our marketing, commercial, and customer service teams to align journey improvements with business objectives, ensuring every interaction adds value. You'll analyse customer data, feedback and behavioural trends to identify areas for improvement, mapping end-to-end customer journeys to pinpoint inefficiencies and pain points. By developing strategies for personalisation and consistency across all touchpoints, you'll create a smoother, more engaging experience for our customers and members.

Your responsibilities will also include implementing tools and technologies to enhance service efficiency, optimising communication strategies and staying ahead of industry trends to refine customer journey strategies. You'll play a key role in using customer feedback to shape service enhancements and will support internal teams with training to embed a customer-centric approach across our Society.

For a more detailed role breakdown, please refer to the full job description which is available as a download on this page.

INDMP

About You

To be considered for this role, you'll need to be a customer-focused and strategic thinker with proven experience in customer journey mapping, market research or a related field. Experience working with CRM systems is essential, along with strong analytical skills to interpret customer data and track key metrics.

You'll need excellent communication and presentation skills, with the confidence to challenge and influence business teams while advocating for the customer. A highly customer-centric mindset is vital, ensuring that both external and internal experiences are seamless and efficient.

If you have a track record of improving customer satisfaction, loyalty, and business growth through optimised customer journeys, we'd love to hear from you. A passion for continuous improvement, innovation and delivering exceptional customer experiences will make you a great fit for this role.

Benefits:

In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:

• 30 days annual leave (including bank holidays) (pro-rata)
• Pension scheme (with up to 12% employer contributions)
• Generous colleague discount rates across our family of businesses

We are an "Investors in People - Platinum" employer, meaning that we have been recognised as one of the country's top employers, offering progression opportunities to all our colleagues. As your confidence grows, you'll have the opportunity to build the skills necessary to further progress your career and help to open up future opportunities. Whether you're thinking of a future with us or looking to develop your skills with a community-focused business, we'll work together with you to shape your career for the better.

About Us

From a single store in 1861 we have grown to be one of the most successful co-operatives in the UK. We're proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we're a growing society made up of over 220 outlets and nearly 3,000 colleagues.

We're owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years! Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more!

We work together as a Society and are committed to ensuring our recruitment process is barrier free and as inclusive as possible for everyone. If you need any adjustments, would like us to do anything differently during the interview or would like to get in touch with us about anything else, please contact our Recruitment team on (01522) 533316, or alternatively you can email [email protected].

We may choose to close our vacancies in the event that we receive a high volume of suitable applications, so we encourage all candidates to apply as soon as possible.