Customer Journey & Improvement Lead in Northwich

Are you an experienced customer journey professional who loves turning insight into meaningful improvements for customers?

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.

What you'll be doing

• Leading end-to-end customer journey mapping, redesign and optimisation, establishing consistent approaches for understanding customer needs, touchpoints, pain points and opportunities for improvement.




• Using customer feedback, insight and operational evidence to identify and prioritise improvements that deliver better customer and business outcomes.




• Facilitating workshops and working across teams to understand root causes, redesign processes and turn customer journey findings into practical solutions.




• 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.




• Tracking the impact of improvements against agreed measures and KPIs, ensuring changes are successfully embedded into operational ways of working.

What we're looking for

We're looking for someone with:

• 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.




• Experience establishing journey-mapping approaches and measuring the impact of improvements over time.




• 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.

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

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

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 would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

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 .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. 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