Customer Experience/Journey Designer

Work for a well loved brand within telecoms as a Customer Service/Customer Journey Design Manager. The role sits within Commercial/Service team, and is an autonomous, stand alone role.

This is an initial 9 month contract and can be fully remote with quaterly visits to the office for team meetings.

You will be responsible for mapping out customer journeys based on new technology as part of a transformation programme. You will ensure that we make it easy and transparent for customers to interact with us.

Ensuring the customer experience is always the best possible, working in an omnichannel way and optimise overall performance and drive customer loyalty.

Experience needed:

• Strong understanding and experience of customer service journey/customer experience journey design
• Define process for channels to deal with customer service enquiries/complaints/changes to pricing plans etc.
• Ensuring customer experience journeys are correctly mapped and communications are very customer friendly
• Agile working - epic based programme.
• Stakeholder management to director level
• Large volume customer base

Company background - Telecoms, Utilities, Retail, any company with a high volume customer base.

Key points:

• Customer journey - mapping and design
• Strong customer driven experience
• Change management
• Take direction from different channels

For finer details on this role please contact Amanda Cager - Amanda.cager@projectpeople.com - 07796 302988.

Project People is acting as an Employment Business in relation to this vacancy.