Customer Excellence Manager

Are you passionate about creating seamless customer experiences and driving meaningful change? We're looking for a Customer Excellence Manager to be the voice of the customer, leading improvements across our Device Protection and Pre-Owned/Trade-In journeys. Working across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product teams, you'll take ownership of end-to-end customer journeys, identifying pain points and opportunities to improve both the customer and colleague experience.

Responsibilities

Own and continuously improve the end-to-end customer journeys for Device Protection and Pre-Owned/Trade-In products; Identify customer pain points and opportunities for improvement through customer feedback, complaints data, operational insight, and performance metrics; Partner with teams across the business to deliver seamless, joined-up customer experiences and remove barriers across the customer journey; Drive operational and digital process improvements, enhancing efficiency, user experience, and customer outcomes across all touchpoints; Monitor customer experience performance, measure the impact of improvements, and ensure journeys remain compliant, consistent, and aligned with business objectives

Requirements

Experience in Customer Experience (CX), customer journey management, service design, continuous improvement, or a similar customer-focused discipline; Strong understanding of digital customer journeys, user experience (UX), and operational processes; Excellent stakeholder management and collaboration skills, with the ability to influence and engage teams across multiple functions; A data-driven approach, using customer feedback, NPS, complaints, and operational metrics to inform decision-making and prioritisation; Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies, with a passion for identifying opportunities and driving better outcomes for customers and colleagues

Benefits

Free on-site gym open seven days a week; Large free on-site car park; Spacious meeting rooms, fully equipped desks, and dedicated wellness rooms; Office located less than two miles from Crewe centre, with Crewe train station a 20-minute walk away