Customer Journey Manager

**Customer Journey Manager**

The Customer Journey Manager is responsible for capturing support needs as and when they arise and helping direct that customer to the experience that will best help resolve their issue.

Accountable for all support activities before they reach CX’s queues or phone lines, you will identify solutions that will deflect inbound, help customers to self-serve and utilise technology to allow the business to provide support at scale.

Reporting directly to our Quality Manager, you will also be responsible for evaluating the success of end to end support experiences, constantly monitoring their quality across all channels. You will be working with your team, CX Ops and other business units to streamline the funnel across that experience.

**Tasks and responsibilities**:

- Define the strategy to drive more successful self-served experiences to ensure support levels continue to improve.
- Ensure the self serve tool owners, CX leaders, CX trainers, Product and the wider organisation are aligned and delivering identified initiatives for said strategy.
- Accountable for, prioritisation, coordination and scheduling of the concurrent work streams within the function to ensure time and energy are being invested in the most impactful initiatives.
- Establish and implement the tracking and data requirements to evaluate journey performance and constantly monitor to identify new opportunities. This should also take into consideration qualitative evaluation too.
- Accountable for identifying how technology and tools can be used to enhance the support experience, successfully deflecting, empowering self serving and/or streamlining support downstream.
- Build a data-informed mindset and culture of continuous improvement within the team; defining hypothesis, testing, evaluating and driving changes accordingly to improve experiences.
- Collaborate with the Operations Manager and Team Managers to identify upstream improvements that would help their operational KPIs across CX & MC.
- Get buy in and influence from product teams to collaborate on initiatives that help achieve the overarching strategy.
- Evolve the function to be able to identify pain points in customer journeys and work with the business to resolve them before support queries arise.
- Build and grow function accordingly, evolving the craft, principles and standards as well as making business cases for additional resources when necessary.
- Manage and coach the team to help them progress and develop their skills and career
- Promote and report on the functions work and successes to Operations Leadership, stakeholders and Execs.

**About You**:

- You’re obsessed with facilitating amazing experiences that customers don’t want to be without.
- Confident in questioning actual flows & journeys, seeking areas of improvement and driving the necessary changes.
- Agility - infectious energy and tenacity with a passion, not just ability, to juggle multiple things.
- Superior logical and analytical thinking. A quick learner, who can proactively seek new concepts on your own. You can independently solve problems and challenges that you have never seen before, with lateral thinking and creativity.
- Driven by results, you overcome any difficulties until the job is done - and done flawlessly.
- A great and humble communicator. You listen and take onboard feedback, always available to improve ideas and explain concepts in an unambiguous way.

**CJ Definition**:
Customer journey is a journey of a potential customer about different points of contact with a product, a brand or (touchpoints) of a company via all available channels until he performs a desired target action.