Customer Journey Lead

3 weeks ago


Hatfield, United Kingdom Affinity Water Full time

If you are an amazing CX specialist who is passionate and inspiring to others, creates unbeatable customer journeys to drive customer satisfaction, then keep reading.

We have created a new Marketing and Experience family of equally passionate people. This means we have an exciting position for a CX Journey Lead to help us develop and implement sustainable and simple customer journeys aligned to our drivers of satisfaction.

Do you think you have what it takes to lead in creating and maintaining customer journey maps, define customer expectations and needs, defining customer requirements and briefs to inform solutions? This is an amazing opportunity to identify end to end improvements across all our customer touch points.

As a CX Journey Lead, you will focus on helping customers save water, supporting our flagship campaign SOS, along with other related core activity. This is key to the future state of the UK’s water. You will still have the opportunity to be involved in other activities across the business in defining future state experience.

**Role**
- Be the creator and have end to end management of customer journeys and their associated communication formats
- Lead on change initiatives in the definition and 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 road maps 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 CX 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

**Experience**
- Customer experience professional working in a service-oriented business
- Energetic and dynamic - be the power behind customer initiatives, spot opportunities and problems and resolve them
- Influencing & engaging - ability to engage with people across the business, influence and build relationships and take them on a journey to improve the customer experience.
- A passion for the customer, ensuring we do what's right for the customer every time
- An ability to work collaboratively with and influence senior stakeholders and wider areas of our business
- Demonstrated 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

**What we offer**:

- We offer a dynamic challenging job in a friendly working climate. You will have the opportunity to create, shape and drive something new for Affinity water. We offer a competitive remuneration package, including some brilliant benefits. You will have a great deal of responsibility with endless opportunity for impact and freedom for initiatives. Given the nature of the role, a certain level of flexibility in working hours is important.

**Benefits include**:

- Salary is based on experience
- Hybrid working - Office based 2-3 days per week is expected
- Company annual bonus
- 27 days holiday
- SMART Pension Scheme - we double match your contribution to 12%
- Volunteer days
- To name but a few of the perks.



  • Hatfield, United Kingdom Ocado Group Full time

    **About Us** **About the role** The Strategic Sourcing Manager/Global Procurement and Sourcing Lead is responsible for ensuring a professional sourcing and supplier management approach is applied across a range of key category areas within Ocado. The role incumbent will also be expected to act as a deputy for the Head of Procurement and to be a clear...

  • Customer Assistant

    1 month ago


    Hatfield, United Kingdom M&S Full time

    **Summary** Purpose To deliver a great shopping experience for our customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver ‘best in town’ standards Serve and sell across all channels brilliantly well. Be the voice of our...

  • System Engineer

    1 month ago


    Hatfield, Hertfordshire, United Kingdom ALSTOM Gruppe Full time

    Alstom Permanent  Excellent Salary + Benefits - Pension, Life Assurance, Contributed Healthcare plus may more Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams...

  • Lead System Engineer

    1 month ago


    Hatfield, Hertfordshire, United Kingdom ALSTOM Gruppe Full time

    Location: Hatfield, GB Company: Alstom Location: Hatfield.   Appointment Basis: Permanent  Excellent Salary + Benefits - Pension, Life Assurance, Contributed Healthcare plus may more Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation....


  • Hatfield, United Kingdom BT Full time

    1st Line Customer Service Specialist **Job Req ID**:17287**Posting Date**:12 Jun 2023**Function**:Customer Service**Location**:Hatfield Business Park, Hatfield, United Kingdom**Salary**:Competitive with benefits**Closing Date**: 22/06/2023 - **Location**:Hatfield - **Working Hours**:Full time**Why business?** Our aim is to create a world-class BT Business...


  • Hatfield, United Kingdom BT Full time

    1st Line Customer Service Specialist **Job Req ID**:17280**Posting Date**:12 Jun 2023**Function**:Customer Service**Location**:Hatfield Business Park, Hatfield, United Kingdom**Salary**:Competitive with benefits**Closing Date**: 22/06/2023 - **Location**:Hatfield**Working Hours**: Part time 10am - 2:30pm (Flexible)**Why Business?** Our aim is to create a...

  • Facilities Repairs

    1 month ago


    Hatfield, United Kingdom One YMCA Full time

    To form an integral part of the Place & environment team we are seeking an experienced system Co-ordinator to lead our maintenance and repairs team programme of works. This forward-thinking role requires digitally focused leadership and delegation with impeccable organisational skills. Working with a bespoke ticketing system called REBIM this roles requires...


  • Hatfield, Hertfordshire, United Kingdom Computacenter (UK) Ltd Full time

    Life on the team As a Delivery Manager, you will be accountable for leading and managing service and change delivery for an account, a group of accounts or for a significant area of service within one of our larger accounts. You will lead a team, both directly and through matrix management. You will operate an effective governance model to make sure that...

  • CRM Specialist

    4 weeks ago


    Hatfield, United Kingdom University of Hertfordshire Full time

    **Post Title**: CRM Specialist**SBU/Department**: Marketing and Communications**FTE**: 1 fte working 37 hours per week**Duration of Contract**: Permanent**Salary**: UH7 £36,333pa to £39,592 pa with potential to progress to £43,155 pa on achieving- designated skills and experience**Location**: Bishops Square, de Havilland Campus, Hatfield- At the...


  • Hatfield, United Kingdom University of Hertfordshire Full time

    **Casual - Customer Relationship Management (CRM) Assistant** **Rate of Pay**: £12.27 per hour plus 12.07% accrued holiday per total value**Working Hours**: Part Time - 18 hours per week**Duration**: Approximately 3 months, to start ASAP- The CRM Team sit within the Marketing and Communications Department and support colleagues across the University to...

  • Retail Assistant

    1 month ago


    Hatfield, United Kingdom Boots Full time

    Job Reference: 203812BR Hatfield Permanent Full-time - Save Job **About the opportunity** A vital role in providing our customers and patients the very best experience at Boots Opticians throughout the customer journey. You don’t need optical experience to join us as a Retail Assistant but ideally you will have worked in a retail or a customer facing...

  • Retail Assistant

    1 month ago


    Hatfield, United Kingdom Boots Full time

    Summary Job Reference: - 217309BR Hatfield Permanent Part-time **About the opportunity** A vital role in providing our customers and patients the very best experience at Boots Opticians throughout the customer journey. You don’t need optical experience to join us as a Retail Assistant but ideally you will have worked in a retail or a customer facing...

  • Barista

    4 weeks ago


    Hatfield, United Kingdom Sustain Coffee Co Full time

    **About us** Sustain Coffee Co is a small business in Hatfield. We are professional, agile, and our goal at Sustain, is our profound passion for exploring coffee origins drives us to journey to every corner of the world, establishing close-knit connections with growers and farmers. These exquisite beans are then brought to the UK and skillfully roasted in...


  • Hatfield, United Kingdom Govia Thameslink Full time

    As a Revenue Control Officer, you will be a key member of staff whose role in the station and on-train environment, including the customer's journey, is of prime importance. You will be expected to provide a higher than expected level of information, as well as a feeling of safety, security, wellbeing and protecting the revenue of Govia Thameslink Railway....


  • Hatfield, United Kingdom Govia Thameslink Full time

    As a Revenue Control Officer, you will be a key member of staff whose role in the station and on-train environment, including the customer's journey, is of prime importance. You will be expected to provide a higher than expected level of information, as well as a feeling of safety, security, wellbeing and protecting the revenue of Govia Thameslink Railway....


  • Hatfield, United Kingdom University of Hertfordshire Full time

    **Senior Student Engagement Communications Coordinator** **Marketing and Communications** **FTE**: 1 FTE (working 37 hours per week)**Duration of Contract**: Permanent**Salary**: UH6 £29,619 pa - £32,348 pa with potential to progress to £35,333 pa on achieving designated skills and experience**Location**: MacLaurin Building, Hatfield- Marketing and...


  • Hatfield, United Kingdom Crohn's & Colitis UK Full time

    A great role for someone looking to join the charity sector. You will work as part of our Supporter Engagement team to provide excellent customer care, and engage, involve and inspire all supporters of Crohn’s & Colitis UK through building excellent relationships via a variety of communication channels. In this role you will be integral to achieving our...


  • Hatfield, Hertfordshire, United Kingdom Computacenter AG & Co. oHG Full time

    Location: UK - Hatfield | Job-ID: 208580 | Contract type: Standard | Business Unit: Information Technology Life on the teamThis is an excellent opportunity for an experienced SAP-savvy professional to join Central Business Systems and lead our SAP specialists in the areas of Order to Cash, Procure to Pay, and Service Solutions within SAP ECC 6.0 but...


  • Hatfield, United Kingdom Computacenter AG & Co. oHG Full time

    Location: UK - Hatfield | Job-ID: 208580 | Contract type: Standard | Business Unit: Information Technology   Life on the team    This is an excellent opportunity for an experienced SAP-savvy professional to join Central Business Systems and lead our SAP specialists in the areas of Order to Cash, Procure to Pay, and Service Solutions within SAP ECC...


  • Hatfield, United Kingdom Crohn's & Colitis UK Full time

    **Starting salary £22,000 - £24,000 per annum depending on experience** **Permanent - Full-time (35 hours a week) Place of work: minimum of two days a week in the office.** A great role for someone looking to join the charity sector. You will work as part of our Supporter Engagement team to provide excellent customer care, and engage, involve and...