Experience and Improvement Consultant
4 weeks ago
We are seeking an experienced Experience and Improvement Consultant to join our team in Solihull, UK. In this role, you will be responsible for delivering brand new insight-led customer journeys and helping to implement and embed them within the organisation as part of the Customer Experience and Improvement Roadmap strategy.
This role offers a great opportunity to work with various stakeholders across the business to improve Net Promoter Score (NPS) and Customer satisfaction (CSAT). You will have the chance to lead the design and development of detailed 'as is' and 'to be' Journey maps, capturing all critical touchpoints, moments that matter, interaction, and emotion experienced by Customers and Third Party Intermediaries (TPI's).
The estimated salary for this role is £60,000 - £80,000 per annum, depending on experience.
Responsibilities:- Designing and developing detailed 'as is' and 'to be' Journey maps
- Employing service blueprinting techniques to visualise front-end and back-end processes underlying each journey
- Presenting detailed Journey maps, insights, and recommendations to stakeholders
- Proven track record of delivering excellent customer and colleague experiences
- Expertise in Journey mapping, service blueprinting, and user experience design
- Proficiency in using digital tools and platforms specifically designed for Journey mapping and design
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