Customer Journey & Improvement Coordinator in Northwich

Are you passionate about understanding customer journeys and turning insight into practical improvements that make a real difference?

We're looking for a Customer Experience Journey Improvement Coordinator to help us understand, map and improve the experiences our customers have with us.

You’ll use customer insight and data to identify pain points, map end-to-end customer journeys and coordinate improvements through to measurable outcomes. You’ll also help identify opportunities to use AI, automation and digital tools to simplify processes and create better experiences for customers and colleagues.

What you'll be doing

• Creating and maintaining current and future-state customer journey maps, capturing key touchpoints, customer needs, pain points and opportunities for improvement.
• Analysing customer feedback, service data and performance information to identify recurring issues, trends and root causes.
• Coordinating journey improvement initiatives, tracking actions, milestones, risks, dependencies and outcomes against agreed measures and KPIs.
• Turning customer insight and journey pain points into clear requirements and recommendations for digital and operational improvements.
• Identifying opportunities where AI, automation and digital tools could streamline processes, reduce manual activity and improve customer and colleague content.
• Supporting the testing, documentation and adoption of process improvements, including automation and AI-enabled solutions.
• Working collaboratively with Customer Experience, Digital, Insight, Customer Service and operational colleagues to progress improvements and champion a customer-first approach

What we're looking for

We're looking for someone with:

• Hands-on experience mapping, documenting and tracking end-to-end customer journeys within a customer experience, service improvement or operational environment.
• Experience producing current and future-state journey maps and tracking whether improvements deliver the intended outcomes.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and identify meaningful themes and pain points.
• Excellent organisation and coordination skills, with the ability to manage several initiatives and priorities at the same time.
• Clear written and verbal communication skills and confidence engaging with stakeholders and following up actions.
• An interest in using AI, automation and digital tools responsibly to improve processes and content.
• Strong attention to detail and a customer-first mindset, with the ability to balance customer and business needs.

Experience with Lean or Six Sigma methodologies, journey-mapping or service-design tools, Salesforce, digital platforms or AI-enabled tools would be beneficial.

What does RMG have to offer you?

You’ll not only be joining a thriving market leader where you’ll benefit from working alongside some of the best people in the industry, you’ll also receive a superb package of company benefits, including:

• 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
• Sponsorship for study and professional qualifications, including up to four study days
• 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

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