Area Manager role at Hemfrid in Gothenburg focusing on staff management and customer satisfaction. Responsible for achieving great experiences for both employees and customers daily.
About the role
- E2E Customer Journey Manager driven to enhance customer experiences at British Gas. Owning critical customer journeys from interaction to resolution with a focus on measurable improvements.
Responsibilities
- Owning a defined end-to-end customer journey such as onboarding, billing, retention or complaints, with accountability from start to finish
- Setting a clear journey vision and experience standards aligned to our CX strategy
- Maintaining a holistic view of the journey across all channels, systems and internal and partner touchpoints
- Using qualitative and quantitative insight to identify pain points, experience gaps and improvement opportunities
- Working closely with Product, Service Design and Operations to plan and coordinate journey improvements
- Defining, monitoring and improving journey performance using agreed CX measures such as NPS, CES and failure demand
- Leading journey governance, balancing customer experience standards with delivery feasibility and organisational priorities
- Bringing teams together through cross functional working groups to align on goals and actions
- Acting as a customer advocate in design, delivery and governance forums
- Leading regular “walk the journey” sessions and using storytelling to bring the customer voice to life
- Supporting the Head of CX Strategy and Journey Ownership in embedding customer first thinking across the organisation
Requirements
- Proven experience owning or improving end-to-end customer journeys in a complex, cross functional environment
- Strong understanding of customer experience measurement, customer insight and journey mapping approaches
- Experience applying systems thinking and process analysis across both digital and offline channels
- Ability to build trusted relationships and influence stakeholders without direct authority
- A confident communicator and storyteller, able to clearly articulate customer needs and make the case for change
- Comfortable working with ambiguity, prioritising effectively and driving coordinated action
Benefits
- Flexible work arrangements
- Health insurance
- Retirement plans
- Professional development opportunities
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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