Customer Coordinator. in Cheshire, Warrington

We're looking for a Customer Experience Journey & Improvement Lead to lead the redesign and continuous improvement of key customer journeys across our business. This is an exciting opportunity to help establish and shape our approach to customer journey mapping and improvement. You'll work across digital and non-digital journeys, bringing teams together to identify customer pain points, simplify processes and deliver measurable improvements. You'll also explore how AI, automation and digital tools can create better experiences for both customers and colleagues. Identifying opportunities to use AI, automation and digital tools to simplify processes, reduce avoidable effort and improve customer and colleague experiences. Translating customer insight and journey pain points into clear requirements and priorities for digital and operational improvements. Leading and developing the CX Journey Improvement team, building capability in journey mapping, continuous improvement, data-led decision-making and AI adoption. Strong professional experience in customer journey mapping, service design or customer experience improvement within a complex service environment. Proven experience independently planning, facilitating and maintaining end-to-end current and future-state customer journey maps. People management or team leadership experience, including coaching, objective setting and performance support. Strong root-cause analysis, problem-solving and workshop facilitation skills. Experience delivering change initiatives and using data and KPIs to demonstrate measurable improvements. Strong stakeholder management skills, with the confidence to challenge existing processes and influence change across operational and digital teams. An understanding of how AI and automation can be used responsibly to streamline processes and improve content. Experience with Lean or Six Sigma methodologies , journey-mapping or service-design tools, Salesforce, digital platforms or AI-enabled tools would be beneficial. 27 days' holiday plus all Bank Holidays ~ The option to buy or sell up to five days' annual leave each holiday year ~ Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges ~24/7 access to remote GP services ~ Pension scheme with contributions matched up to 7% ~ Life assurance of four times your annual salary ~ Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you require any reasonable adjustments to support your application or interview experience, please let us know. If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on . W e understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities