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- Tasks: Lead customer journey strategy and optimise experiences for our customers.
- Company: Join a leading water company dedicated to community and environmental care.
- Benefits: Up to £75k salary, company car, private healthcare, and generous leave.
- Why this job: Make a real impact on customer experiences in a vital industry.
- Qualifications: Strong communication skills and experience in customer journey management.
- Other info: Flexible working options and a supportive, inclusive environment.
The predicted salary is between 60000 - 75000 £ per year.
Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Customer Journey Manager role.
We offer a salary up to £75k per annum, dependant on experience
Benefits include:
- A company car lease/allowance scheme
- Annual incentive related bonus (up to 15% of annual salary)
- Private health care (self & dependant)
- Attractive pension scheme (up to 12% company contribution from April)
- Life assurance cover of 4 times pensionable salary
- 25 days annual leave plus bank holidays – plus an extra wellness day!
- A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
- Retail savings scheme
- Online GP service, cycle to work scheme, gym membership discounts and many more!
Where I’d work: Bradford / Hybrid Working (Typically in the office at Bradford 3 x days per week)
Work type: Permanent. Working full time, 37 hours per week, Monday – Friday between a working window of 8:00am-6:00pm.
About the Role
We have an exciting opportunity for a Customer Journey Manager to join us in the Customer Experience function.
Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.
We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.
Responsibilities
You will lead the customer journey strategy and optimisation for the business, using external best practice, to engage and embed a journey lens across the organisation and to transform our journeys – putting the customer at the heart. Including the creation and management of a Journey Measurement framework, mapping methodology, monitoring of KPIs and the delivery of improved customer and business outcomes.
You will have a deep understanding of insight, behavioural trends and root cause analysis. You will lead a team in delivering change across key Clean, Waste and Billing journeys. Setting the agenda across the business and building the case for change. Working in collaboration with other areas of the business on Journey & Process initiatives to drive a better end to end experience across all channels. Ultimately reducing failure demand, customer effort and complaints, while improving operational efficiencies and CMeX
You will build, lead and develop a high-performing, cross-skilled customer journey team and lead by example in championing ‘agile’ ways of working and the power of cross-functional design, delivery and decision making across the business
Requirements
What skills & qualifications are we looking for?
- Outstanding communicator, passionate about customers and able to enthuse others
- Emotionally intelligent, resilient and energetic
- Strong story teller and confident in working effectively with senior stakeholders both internal and external
- Proven ability to perform effectively in a pressured environment, able to cope with ambiguity and able to meet / exceed demanding targets
- Delivery of major customer experience and journey programmes within a highly complex environment
- Strong people leadership across direct and matrix working teams
Although we operate 24 hours a day, 365 days a year, it’s really important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!
We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.
Kelda Group is an equal opportunities employer and welcomes applications from all sections of the community.
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Customer Journey Manager employer: Yorkshire Water
Contact Detail:
Yorkshire Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer journey approach and think about how your skills can enhance it. Show them you’re not just another candidate, but someone who truly gets what they do.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've improved customer experiences in the past. Use the STAR method (Situation, Task, Action, Result) to keep your answers clear and impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Journey Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Journey Manager role. Highlight your experience in customer journey strategies and how you've successfully led teams in the past. We want to see how you can bring your unique skills to our team!
Showcase Your Passion: Let your enthusiasm for customer experience shine through in your application. Share specific examples of how you've put customers at the heart of your work and any innovative ideas you have for improving customer journeys. We love seeing candidates who are genuinely excited about making a difference!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out. We appreciate straightforward communication, so make it easy for us to see why you're the right fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. This way, you’ll ensure your application gets to the right people quickly. Plus, it’s super easy to do – just follow the prompts and let us know why you’d be a great addition to our team!
How to prepare for a job interview at Yorkshire Water
✨Know Your Customer Journey
Before the interview, dive deep into the customer journey concepts relevant to the role. Familiarise yourself with best practices and frameworks that can enhance customer experience. This will not only show your passion for the role but also demonstrate your proactive approach.
✨Showcase Your Leadership Skills
As a Customer Journey Manager, you'll be leading a team. Prepare examples of how you've successfully led teams in the past, especially in complex environments. Highlight your ability to inspire and motivate others, as well as your experience in cross-functional collaboration.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and emotional intelligence. Think of specific situations where you improved customer journeys or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Engage with Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the company's current customer journey initiatives and challenges. This shows your genuine interest in the role and helps you gauge if the company aligns with your values and career goals.