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Process Excellence Manager - Customer Journey
Location: Warwickshire (Hybrid +2 days a week in the office plus travel)
Salary: £48-60,000 + corporate benefits + career opportunities
We are seeking a highly capable and strategically minded Process Excellence Manage to lead the improvement of all stages of our client’s customer journey. In this role, you will be responsible for analysing and enhancing customer experiences, driving operational efficiency, and embedding customer insight into business processes.As the Process Excellence Manager, you will collaborate across functions to deliver seamless customer interactions, optimise journey performance through data and mapping, and act as a champion for continuous improvement. Your work will directly contribute to improved CSAT, NPS, and overall customer loyalty.The role:Own and optimise the end-to-end customer journey using mapping, insight, and performance data.Leverage journey KPIs (CSAT, NPS, FCR, AHT) to target pain points and enhance customer outcomes.Collaborate with stakeholders to deliver integrated, efficient service experiences.Integrate customer feedback into service design and lead structured problem-solving initiatives.Contribute to training and operational readiness in partnership with service and enablement teams.Utilise tools such as Miro, Lucidchart, or Qualtrics to map and communicate journey insights.Develop and implement targeted plans to address specific customer pain points at the designated journey stage.
Continuously monitor stage-specific performance using KPIs and gather customer feedback to understand customer behavior and preferences, informing strategic decisions.
Coordinate with the other Process Excellence Manager and teams to ensure a seamless and integrated customer experience.
Advocate for and implement changes based on customer insights, ensuring the customer's voice is central to journey improvements.
Act as a champion for integrating customer feedback into customer journey improvements within the dedicated stage, ensuring that customer preferences and insights directly influence the evolution of the journey stages.
Provide a clear point of view on the capacity and capability needed to deliver on journey-specific customer service activities to Team Leaders and the Resourcing Coordinator.
Contribute to the development of training curriculum for the Onboarding, Training & Development team and actively participate in the delivery of training.
Provide feedback and input for the development and promotion of Customer Service agents directly to agents and their Team Leaders, enabling their growth.
Mapping customer journeys end-to-end using formal techniques and software
Presenting recommendations to senior stakeholders based on customer insight and operational data.
Taking ownership of the 'measure ? map ? improve' cycle for your journey stage.
Partnering with Digital teams to implement scalable self-serve and assisted-service solutions.
The person
Degree educated with a strong career trajectory in process mapping and process excellence in a Customer journey, Sales journey. Marketing journey environmentStrong analytical, strategic, and customer-centric thinking.Proven experience improving service or product journeys in complex environments.
Experience of creating the process map then driving improvements throughout a regionalised network
Ability to influence change throughProficiency in journey/process mapping and cross-functional influence.Familiarity with Lean, Agile, and CX improvement frameworks.Experience with modern CX tools and platforms (e.g., Qualtrics, Medallia, Salesforce) is a plus.
Analytical Skills: Strong capability in data analysis and employing statistical methods to derive actionable insights.
Strategic Thinking: Experience in developing and executing improvement strategies that align with business goals.
Proven track record in driving performance towards specific objectives.
Customer-centric mindset: Deep understanding of customer needs and behaviours, with experience in using customer feedback to inform business strategies.
Cross-functional Collaboration: Ability to work effectively across teams to integrate and synchronise efforts enhancing the overall customer experience.
Demonstrates significant experience across various industries/sectors, utilising innovative and technological solutions to improve customer journeys.
Influence in a Matrix Structure: Proven ability to influence stakeholders, ideally within a matrix organisational structure.
Demonstrates a strong commitment to the business and customer satisfaction by continuously seeking innovative ways to improve the customer journey.
Ensures that all initiatives and team actions uphold the company’s values and contribute positively to customer experience.
explores new trends in customer experience management and adopts best practices to keep ahead of industry standards.
Builds and maintains trust within the team, empowering members to take initiative and make decisions that align with customer expectations.
Fosters an inclusive team environment where diverse ideas are valued, contributing to comprehensive and effective solutions.
This is an opportunity to shape how our client serves their customers and embed a journey-led culture. If you thrive on solving complex service problems and delivering measurable outcomes, we’d love to hear from you.
