At a Glance
- Tasks: Lead customer journeys, translating strategy into impactful experiences and measurable outcomes.
- Company: StepChange, a charity focused on improving financial support services.
- Benefits: Flexible hybrid work, competitive salary, and opportunities for personal growth.
- Other info: Join a diverse team committed to equality and inclusion.
- Why this job: Make a real difference in people's lives while shaping innovative customer experiences.
- Qualifications: Experience in customer experience management and strong analytical skills required.
The predicted salary is between 60750 - 74250 £ per year.
Are you an experienced Customer Experience professional who can turn product strategy, proposition requirements and customer insight into meaningful, measurable change? Can you take ownership of complex end-to-end customer journeys, translating strategic priorities into clear delivery plans and bringing teams together to make improvements happen? Could you combine customer focus with strong delivery capability, ensuring products and propositions translate into better experiences and outcomes?
You’ll help shape how people experience StepChange, taking strategic product and proposition requirements and leading how these are brought to life across our end-to-end client and partner journeys. While our Product and Proposition teams shape what we offer and set the strategic direction, you’ll take that direction and lead how it translates into the customer experience – from journey design and prioritisation through to delivery, implementation and continuous optimisation.
You’ll bring together customer insight, data, product strategy and operational expertise to create clear journey roadmaps and practical delivery plans. Working across Product, Digital, Operations, Data, Service and third-party teams, you’ll provide the direction and momentum needed to move priorities through to delivery and create measurable value for our clients, colleagues and the charity.
This isn’t a customer experience role focused solely on insight or journey mapping. You’ll be accountable for turning product and proposition priorities into delivered customer experiences, shaping the journey, setting priorities, influencing decisions, overcoming barriers and continually improving performance.
Your role
- Own the design, roadmap, delivery and ongoing performance of assigned end-to-end client and partner journeys.
- Translate product and proposition strategy into prioritised journey backlogs and practical delivery plans.
- Use customer insight, data and performance measures to shape journey design, priorities and continuous improvement.
- Bring together Product, Digital, Operations, Data, Service and third-party teams to drive change through to delivery.
- Lead decisions around journey design, delivery scope and prioritisation, while remaining aligned to overall product and proposition direction.
- Measure customer, operational and business outcomes, using insight to optimise journey performance and realise benefits.
- Champion client-focused innovation and improvement while ensuring delivery remains aligned with regulatory, risk, safeguarding and governance requirements.
The role has significant reach across StepChange. You’ll need to be equally comfortable understanding strategic product direction, getting into the detail of a customer journey and leading cross-functional teams to turn requirements into delivered change.
About you
You’ll bring significant experience within Customer Experience, Customer Journey Management, Service Design, Product Delivery or a closely related discipline, gained within a complex organisation. You’ll have a track record of doing more than identifying opportunities for improvement. We’re looking for someone who has taken strategic requirements and customer insight through design and delivery to implementation, measurement and ongoing optimisation.
You’ll also bring:
- Strong experience leading end-to-end customer journeys, products or services from requirements through to delivery and optimisation.
- A track record of translating product or strategic priorities into clear journey roadmaps, delivery plans and measurable outcomes.
- Strong customer insight and analytical capability, using data, feedback and performance measures to make evidence-based decisions.
- Excellent influencing and stakeholder management skills, with experience bringing cross‑functional teams together to deliver shared outcomes.
- Strong judgement and leadership capability, with the ability to navigate complexity, change and competing priorities while maintaining momentum and customer focus.
Experience within an FCA‑regulated or similarly complex regulated environment would be particularly valuable, although we’re interested in relevant experience gained across a range of customer‑focused sectors.
What you can expect from us
Our colleague experience is shaped around four things that matter to us:
- Purpose – The experiences you improve will have a genuine human impact. You’ll help shape services that support people experiencing financial difficulty and make it easier for them to access the help they need.
- Balance – We work in a flexible hybrid way, with this role typically spending around 80% of the time working from home. We still value bringing people together for collaboration, problem solving and connection, so some flexibility around office attendance will be important.
- Growth – You’ll be joining a developing Client Experience Delivery function with the opportunity to influence some of our most important customer journeys, strategic priorities and future services.
- Belonging – We want StepChange to be somewhere people can be themselves, contribute different perspectives and know that their experience and ideas are valued.
Equality, Diversity & Inclusion
Belonging is central to who we are. We’re committed to building a workforce that reflects the communities we support and designing services that work for people with different needs, circumstances and experiences. We welcome applications from people of all backgrounds and life experiences. We assess candidates based on the skills, experience and potential they can bring to the role and aim to make our recruitment process accessible and inclusive. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know. We’re here to support you.
Customer Experience Delivery Manager in Leeds employer: Hollybank Trustees Ltd
At Kingspan Light, Air + Water, we pride ourselves on fostering a collaborative and supportive work environment in Havant, where our Data Centre Customer Service Specialists play a crucial role in delivering exceptional service to our customers. We offer comprehensive training and development opportunities, ensuring that our employees grow alongside the company while enjoying a culture that values teamwork and innovation. With a focus on employee well-being and a commitment to sustainability, working with us means being part of a forward-thinking organisation that truly cares about its people and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Delivery Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hollybank Trustees Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Delivery Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
