You will lead a team of Customer Excellence Leads, ensuring customer outcomes are central to decision‑making and service improvement. The role involves owning customer journeys, enhancing touchpoints, and embedding a culture of continuous improvement.
Key Responsibilities of the Customer Excellence Manager role:
- Lead, coach, and develop Customer Excellence Leads.
- Monitor team performance and maintain quality frameworks.
- Use customer journey data and insight to identify improvement opportunities.
- Facilitate problem‑solving and root‑cause analysis to address pain points.
- Support development of inclusive, accessible customer channels.
- Manage change processes end‑to‑end, ensuring compliance and risk assessment.
- Build strong relationships with internal stakeholders and customers.
- Produce reports, presentations, and case studies demonstrating improvement impact.
- Experience managing customer experience or continuous improvement teams.
- Strong communication and stakeholder‑management skills.
- Knowledge of continuous improvement tools (PDCA, Lean, Six Sigma).
- Ability to interpret insight, map customer journeys, and drive operational change.
- Experience working cross‑functionally to deliver improvements from concept to implementation and proven cross‑functional delivery experience.
