Customer Experience Journey Lead

2 weeks ago


Hatfield, United Kingdom Affinity Water Full time

Here at Affinity Water, we’re at the start of an exciting journey to tell our brand story to our consumers and to reinvent ourselves as a brand that plays an important role - beyond supplying water - in people’s lives. So that we can do this, we’ve formed a new Marketing and Experience team and we’re hunting for exceptional people in and around our regions to join us in our mission to help our consumers save water, act as stewards of the local environment and to offer simple, effortless experiences when they interact with us.

As a Customer Experience Journey Lead, you will report into the Customer Experience Manager and will be an integral part of driving forward our third brand gene - effortless experiences.
- Be the creator and have end to end management of customer journeys and their associated communication formats
- Lead on change initiatives in the optimisation of our customer journeys across the business, ensuring they are fit for purpose and drive real life improvements to the way we work.
- Map ‘as is’ and ‘to be’ customer journeys, create roadmaps and action plans
- Be responsible for the inputs to Monthly CX reviews with key stakeholders to drive systematic improvement
- Be responsible for the day-to-day management of the governance to support the CX Strategy, working with the Customer Experience Manager to ensure scalability and cost-effective approach.
- Run cross-functional workshops to drive systematic improvement
- Define customer needs using market, competitor and customer insight and data
- Own and monitor the end-to-end customer experience and performance for customer journeys
- Build strong and collaborative relationships with key stakeholders across the organisation and with key suppliers to deliver systems, processes, product and experience improvements which will improve customer satisfaction
- Actively manage improvements to our key journeys to ensure we deliver the best customer experience and own prioritisation with the wider business
- Build business cases that deliver on the long-term customer plan, working with finance and wider business to track success
- Work closely with the Insights team to complete both qualitative and quantitative research across our framework and journeys
- Work closely with our IT, Product, Operations, and field teams to influence how our journeys can enhance the experience for our customers.
- Contribute to defining future customer journeys to continuously inform our strategy

**Experience and outlook**:

- 3-4 years of Customer Experience within a service-oriented business
- Influencing & engaging with the ability to engage with people across the business, influence and build relationships and take them on a journey to improve the customer experience
- An ability to work collaboratively with and influence senior stakeholders and wider areas of our business
- Strategic thinking and the ability to simplify complex journeys into clear concise stories and action at a senior level, production of monthly of exec level updates
- Clear passion for being customer led


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