Customer Journey Manager

Are you passionate about enhancing customer experiences and driving meaningful change? Join Air IT as a Customer Journey Manager and play a key role in improving our end-to-end customer journey!

As a Customer Journey Manager, you will collaborate across teams to influence and enhance specific customer touchpoints, using the voice of the customer to challenge the business and implement improvements in day-to-day operations and strategic initiatives.

Key Responsibilities:

• Customer Feedback: Send timely automated/manual surveys and gather feedback from budget holders and ad-hoc sources.
• Data Analysis & Insights: Bring customer feedback to decision-makers, recognize excellence, and resolve issues.
• Metrics Management: Own and report on CSAT and NPS metrics, ensuring accuracy and reliability.
• Customer Insight: Implement innovative ways to gather and centralize customer insights.
• 360-Degree View: Integrate all customer touchpoints into a single, cohesive view.
• Reporting: Combine customer feedback, operational metrics, and other data into actionable reports for leadership.
• Continual Improvement: Drive systemic issue resolution through a double-loop improvement system.
• Complaint Management: Lead teams to fully resolve customer complaints and independently investigate when necessary.
• Cultural Change: Collaborate with colleagues to embed customer insight into Air IT’s culture.

Qualifications & Skills:

Essential:

• Strong stakeholder management and communication skills.
• Experience in MSP or similar environments.
• Ability to manage customer feedback and complaints, addressing root causes.
• Adaptability under pressure and flexible working arrangements.

Desirable:

• ITIL certification.
• Strong analytical skills using Excel.
• Experience in customer journey mapping and process documentation.
• Lean Six Sigma certification (Yellow or Green Belt).
• Knowledge of ConnectWise and other business systems.
• Change management experience.
• Valid driving license.

The Benefits:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Why Join Air IT?

Be part of a dynamic team dedicated to putting customers first and driving operational excellence. In this senior role, you’ll have the opportunity to challenge the status quo, shape strategies, and make a lasting impact on our organization’s customer experience.

Ready to soar with Air IT? Apply now and be part of something extraordinary!

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.