Customer Experience Manager

2 days ago


Milton Keynes, Milton Keynes, United Kingdom Air IT Limited Full time

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

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.

We estimate the salary for this position to be around £60,000 - £80,000 per annum, depending on experience and qualifications.



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