Bell Integration
Customer Journey and CX Manager
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Customer Journey / CX Manager
Location: UK Hybrid
Reporting To: Director of Service Delivery Management / CX
Works within: ‘Customer Office’
Role Purpose
The Customer Experience & Journey Manager is responsible for ensuring the customer journey is mapped, well understood, and CX / Journey thinking is embedded into the key components of company / transformational decision making.
Combining Customer Experience, Business Analysis, and CX disciplines, the role will lead the understanding, mapping, and continuous improvement of customer journeys across the full customer lifecycle. Working closely with Delivery, Operations, Marketing, Transformation, Product, and Leadership teams, the role will identify customer friction, influence strategic decision-making, and drive measurable improvements in customer outcomes.
This role will work within the already established Customer Office to ensure CX thinking within transformation and ensure customer insight, voice of customer, and XLA insights are incorporated into customer journey. The role supports an "outside-in" customer view and helps ensure Bell continues to scale while maintaining a high-quality customer experience.
Key Responsibilities:
Customer Journey Management
- Own the detailed mapping, maintenance, and evolution of end-to-end customer journeys across the customer lifecycle.
- Analyse customer interactions and identify pain points, friction, and opportunities for improvement.
- Support the delivery of customer-centric improvement initiatives.
- Ensure customer journey considerations are incorporated into operational, service, and transformation decisions.
- Identify opportunities to simplify customer interactions as the organisation grows.
- Make customer journeys available and easy to consume through the whole of Bell, with a priority being the transformation team.
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Business Analysis & Transformation
- Assess the impact of transformation programmes, organisational change, and service developments on customer experience and customer journey.
- Drive customer-focused decision-making during project and transformation governance activities.
- For offerings development, support the design of new customer journeys that improve customer outcomes within these new offerings. Work closely with the product team to ensure customer journeys are considered.
- Analyse complex customer journeys, touchpoints, and service interactions to identify opportunities for improvement.
- Support the development of digital-first experiences for customers. Work with product to further enhance the CX Platform and encourage/monitor its adoption.
Customer Governance & Continuous Improvement
- Contribute with a CX voice to existing forums / champion customer-centric thinking.
- Present to stakeholders and leadership teams.
- Identify broad trends, themes, risks, and opportunities impacting customer sentiment/loyalty.
- Support the development of customer experience/XLA dashboards.
Leadership & Capability Development
- Maintain awareness of emerging customer experience trends.
- Share knowledge and best practice across the business.
- Act as a subject matter expert for customer experience and customer journey management.
Essential Skills & Experience
Experience:
- Proven experience leading customer experience, customer journey, and transformation initiatives that have delivered measurable business and customer outcomes.
- Strong Business Analysis experience including:
- Requirements gathering
- Process mapping
- Current and future state analysis
- Experience conducting customer journey mapping and service blueprinting activities.
- Experience influencing stakeholders across multiple business functions.
- Experience working within complex operational or service delivery environments.
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Skills:
Customer Experience & Service Design
- Customer Journey Mapping
- Service Design
- User-Centred Design
- Customer Advocacy
- Experience Strategy
- Design Thinking
- Customer Lifecycle Management
- Customer Research
Business Analysis & Insight
- Requirements Analysis
- Workshop Facilitation
- Process Mapping
Delivery & Leadership
- Stakeholder Management
- Governance Participation
- Strategic Thinking
- Commercial Awareness
- Communication & Presentation Skills
Desirable
- Business Analysis / Six Sigma or Service Design qualification or equivalent.
- Experience working with Customer Success, Managed Services, Marketing, and Service Delivery functions within IT or Software.
Success Measures
The role will be successful when it delivers:
- Improved customer experience measures.
- Reduction in customer effort and customer journey friction.
- Successful delivery of customer journey improvement initiatives.
- Adoption of CX Platform for customers.
- Improved customer retention, growth, and advocacy.
Personal Attributes
- Customer obsessed
- Naturally curious
- Commercially minded
- Collaborative
- Evidence-driven
- Comfortable with change
- Passionate about simplification
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