Customer Journey Manager

Full-time permanent

Leeds / Rotherham / Runcorn

Salary up to £36,000 per annum

Job title:

Customer Journey Manager

Job Description:

Capita are the UK's largest business process outsourcer. This role is to be dedicated within a service for one of our largest clients, Telefonica UK (O2).  The role sits within a wider Customer Experience Team that will provide a strategic capability to ensure that the organisation can achieve its aims for failure demand elimination, channel shift and contact reduction through self-serve adoption, and customer experience, continually seeking new ways to meet the Client’s critical success factors.

Reporting to the Head of Customer Journey Optimisation, you will be expected to work across all customer contact channels with multiple stakeholders to identify and implement pioneering solutions which will drive the digital vision, improve the customer experience and reduce failure demand in the contact centres.

This is a full-time permanent position and is suitable for home working. Our operation is located across the UK including Leeds, Preston Brook and Dearne Valley and the client is based in Slough.

What you will do:

• Developing multichannel customer journeys, working with the client and operational teams to surface areas of opportunity
• Driving benefits delivery through a programme of improvement initiatives, quantifying customer experience and contact reduction
• Applying creative techniques, such as customer journey mapping, in collaborative environments to innovate and improve the service experience
• Identifying areas of opportunity to reduce/eliminate failure demand by thorough as is analysis of customer journeys and leveraging rich insight from the operation/customer
• Managing the cost/benefit profile of each initiative
• Supporting changes E2E through the CCD process from Vision through to Measurement
• Designing with data, working with our Insight teams to overlay robust data and insight across journeys

Your experience will include:

• Comfortable working in virtual teams where a confident style needs to be balanced with diplomatic sensitivity
• Experience of other CI/Lean methodologies
• Experience and knowledge of consumer and/or B2B in a telecoms sales and service function or similar
• Experience working with qualitative and quantitative research
• Flexible in accommodating a range of requirements when operating within these teams, with often shifting responsibilities during the project life cycle
• Experience in demanding senior client-facing positions
• Well-informed regarding key digital and behavioural trends within the technology and service sectors
• Ability to clearly articulate the benefit of your role and approach to stakeholders and partners
• Experience of both the early creative design stages, as well as the latter practical delivery stages of projects, and proven ability to carry ideas through to completion

About Customer Management

At Capita Customer Manager we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Samsung, Transport for London, RSPCA and William Hill.

What’s in it for you?

• A competitive basic salary of up to £36000 per annum
• 23 days holiday (rising to 27) with the opportunity to buy extra leave 
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more  
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you. 

What we hope you will do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. For further information please contact john.byrne2@capita.com.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.