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- Tasks: Lead customer journey improvements and enhance experiences across teams.
- Company: Join Likewize, a global leader in device protection and pre-owned solutions.
- Benefits: Enjoy competitive salary, health perks, remote options, and growth opportunities.
- Why this job: Make a real impact by championing customer-first initiatives in a dynamic environment.
- Qualifications: Experience in customer journey management and strong collaboration skills required.
- Other info: Inclusive culture with a focus on personal development and well-being.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Likewize is the premier global boutique for device protection and pre-owned solutions. From phones to smart home devices, we care for the tech that powers everyday life. At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you’re going to love it here.
About the Role
You’ll act as the voice of the customer, uniting teams across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product to deliver effortless journeys for customers and colleagues.
Key Responsibilities
- End‑to‑End Journey Ownership
- Own and continuously improve journeys for Device Protection and Pre‑Owned/Trade‑In.
- Map and redesign digital, operational, and physical touchpoints.
- Identify friction using data, feedback, complaints, and operational insight.
- Ensure journeys are simple, intuitive, and aligned with global best practice.
- Turning Insights into Action
- Analyse customer feedback, NPS, complaints, operational and digital data.
- Translate insights into clear recommendations and business cases.
- Track the impact of journey improvements.
- Cross‑Functional Collaboration
- Work with UK teams and Global Product (US) to deliver joined‑up journeys.
- Facilitate workshops and journey reviews to remove silos.
- Operational & Digital Process Improvement
- Review warehouse and operational processes to improve efficiency and experience.
- Optimise online journeys, content clarity, and UX.
- Ensure internal processes support the customer journey.
- Respect the value of information by following Likewize's data protection / information security policies and procedures.
- Customer Experience Governance
- Maintain journey standards and consistency across touchpoints.
- Define and monitor KPIs (NPS, CSAT, conversion, turnaround times, trade‑in rates).
- Ensure compliance with regulatory and partner requirements.
- Continuous Improvement Culture
- Champion a customer‑first mindset and shared ownership of outcomes.
- Lead cross‑functional improvement initiatives and embed CI methodologies.
Key Skills & Experience
- Essential
- Experience in customer journey management, CX, service design, or continuous improvement.
- Strong understanding of digital journeys, UX, and operational processes.
- Skilled in cross‑functional collaboration and stakeholder management.
- Data‑driven decision‑making capability.
- Confident challenging the status quo and influencing change.
- Desirable
- Experience in device protection, insurance, telecoms, logistics, or retail.
- Knowledge of NPS/CSAT methodologies and global product environments.
- Familiarity with Lean, Six Sigma, or similar frameworks.
- Commitment to data protection and information security.
At Likewize, we care about you and your progression. We offer:
- A competitive salary and benefits package
- A supportive and collaborative culture
- A fun and dynamic work environment
- A range of learning and development opportunities
- Health Cash Plan, covering Dental, Optical, Prescriptions, Health & Wellbeing, Maternity Antenatal appointments & adoption
- Access to a GP at any time, with prescriptions delivered to your home or work
- Enhanced Maternity, Paternity & Adoption
- My Perks that have hundreds of offers available with exclusive discounts and cash back on purchases
- A fully paid Employee Assistance Programme
- Free onsite car parking
- Employee Discounts
- Cycle 2 work scheme
- Free onsite gym
- Holiday buy back scheme, the opportunity to buy up to five extra days of annual leave
Ensure Fairness & Embrace Differences
Together we are committed to creating a work environment where differences are celebrated and are essential to our success. We are a Disability Confident employer and are committed to creating an inclusive and supportive environment for all. We actively encourage applications from individuals with disabilities and will make reasonable adjustments throughout the recruitment process and in the workplace to ensure accessibility and equal opportunity. If you require any accommodations during the application or interview process, please let us know — we’re here to help.
The world runs on connected devices. At Likewize, we make the experience around them work better. We partner with many of the world’s biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal. We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle. When tech goes wrong, we make it right. When customers are ready for something new, we make the transition simple. We operate at global scale, but never lose sight of the individual customer. Innovation is part of our DNA. We move fast, challenge the obvious, and look for better answers. We are driven by Success, Passion, Professionalism, Accountability and Teamwork – and we look for people who share the same values. At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you’re going to love it here. Apply to join us today!
Customer Excellence Manager in Crewe employer: Likewize Corp.
Contact Detail:
Likewize Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Excellence Manager in Crewe
✨Tip Number 1
Get to know the company inside out! Research Likewize's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience and journey management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Excellence Manager in Crewe
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer excellence shine through. We want to see how fired up you are about creating seamless journeys for customers and colleagues alike!
Tailor Your Experience: Make sure to highlight your relevant experience in customer journey management and continuous improvement. We’re looking for specific examples that demonstrate your skills in cross-functional collaboration and data-driven decision-making.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and how they align with our values of professionalism and teamwork. We appreciate a well-structured application!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Likewize Corp.
✨Know the Customer Journey Inside Out
Before your interview, dive deep into understanding customer journey management. Familiarise yourself with Likewize's approach to device protection and pre-owned solutions. Be ready to discuss how you can enhance these journeys using your experience in CX and service design.
✨Data is Your Best Friend
Brush up on your data analysis skills! Be prepared to talk about how you've used data to identify friction points in customer journeys. Bring examples of how you've turned insights into actionable recommendations that improved customer experiences.
✨Showcase Your Collaboration Skills
Likewize values teamwork, so come armed with stories that highlight your cross-functional collaboration. Think of specific instances where you’ve worked with different teams to achieve a common goal, and how you facilitated communication to break down silos.
✨Embrace Continuous Improvement
Demonstrate your commitment to a culture of continuous improvement. Share examples of how you've championed customer-first initiatives or led process improvements in previous roles. Highlight any methodologies like Lean or Six Sigma that you've applied to drive change.