Customer Journey Manager

Are you passionate about enhancing customer experiences and driving meaningful change? Join Air IT as a Customer Journey Manager and play a key role in improving our end-to-end customer journey!

As a Customer Journey Manager, you will collaborate across teams to influence and enhance specific customer touchpoints, using the voice of the customer to challenge the business and implement improvements in day-to-day operations and strategic initiatives.

? Key Responsibilities:

• Customer Feedback: Send timely automated/manual surveys and gather feedback from budget holders and ad-hoc sources.
• Data Analysis & Insights: Bring customer feedback to decision-makers, recognize excellence, and resolve issues.
• Metrics Management: Own and report on CSAT and NPS metrics, ensuring accuracy and reliability.
• Customer Insight: Implement innovative ways to gather and centralize customer insights.
• 360-Degree View: Integrate all customer touchpoints into a single, cohesive view.
• Reporting: Combine customer feedback, operational metrics, and other data into actionable reports for leadership.
• Continual Improvement: Drive systemic issue resolution through a double-loop improvement system.
• Complaint Management: Lead teams to fully resolve customer complaints and independently investigate when necessary.
• Cultural Change: Collaborate with colleagues to embed customer insight into Air IT’s culture.

? Qualifications & Skills:

• Strong stakeholder management and communication skills.
• Experience in MSP or similar environments.
• Ability to manage customer feedback and complaints, addressing root causes.
• Adaptability under pressure and flexible working arrangements.
• ITIL certification.
• Strong analytical skills using Excel.
• Experience in customer journey mapping and process documentation.
• Lean Six Sigma certification (Yellow or Green Belt).
• Knowledge of ConnectWise and other business systems.
• Valid driving license.

Why Join Air IT?

Be part of a dynamic team dedicated to putting customers first and driving operational excellence. In this senior role, you’ll have the opportunity to challenge the status quo, shape strategies, and make a lasting impact on our organization’s customer experience.

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