Remotely or at Chelwood Gate, East Sussex
£40000.00-£50000.00 per year
Permanent, Full-time
Job description

Are you passionate about planning outstanding customer journeys? We currently have an exciting opportunity for a skilled customer-centric individual to enhance our Customer Experience team as a Customer Journey Manager. You will join us working 35 hours per week and in return you will receive a competitive salary of up to £47,938.00 per annum plus excellent benefits.

Cats Protection is the UK’s leading feline welfare charity with a nationwide network of adoption and homing centres, volunteer-run branches and charity shops. During 2020, despite all of the challenges, we helped 126,000 cats and kittens. That's the equivalent of around 345 cats a day!

The Customer Experience department is responsible for helping the charity meet the needs of its many customers by driving forward long-term changes that will enable the organisation to become more customer-centric. Working across all of the Cats Protection directorates the team are focussed on ensuring all aspects of CX are factored into our planning and decision-making, including journey management, data, feedback and insight.

Responsibilities of our Customer Journey Manager:

In this new and exciting role as our Customer Journey Manager, you will work across the organisation to map, plan, measure and optimise the journey and experience of our customers. You will be overly responsible for the creation and ongoing development of the customer journey process to ensure the charity is best placed to meet the needs of its customers and supporting the charity’s long-term vision of becoming a more customer-centric organisation.

What we’re looking for in our Customer Journey Manager:

  • either a customer experience or a marketing background
  • used to working with multiple products and services
  • excellent analytical and stakeholder management skills
  • significant experience of customer journey mapping and management
  • experience using a full range of service improvement tools and techniques, for example customer journey mapping, storyboarding, lean methodology
  • a demonstrable understanding of interpreting and utilising customer insight to design impactful customer journeys
  • upto-date knowledge and understanding of customer experience methodologies and service improvement tools and techniques
  • excellent communication skills
  • robust experience of crossorganisational working and managing organisation-wide projects
  • a proven ability to impact and influence both internal and external customers at all levels

What we can offer you:

  • salary of up to £47,938.00 per annum plus excellent benefits
  • generous annual leave entitlement
  • contribution pension scheme
  • life assurance scheme
  • range of health benefits
  • Employee Assistance Programme
  • and more

Join us as our Customer Journey Manager and know you are helping to make a real difference to cats and kittens across the UK!

Unfortunately, we cannot accept applications or CVs that are emailed to us directly. Please note applications which are received after the closing date may not be responded to.

Closing date: 28th November 2021

Virtual interview date: 8th to 10th December 2021

More about Cats Protection
Cats Protection

Choose a career with us and you'll be helping us to achieve our vision of a world where every cat is treated with kindness and an understan... Read more

Refreshed on: 16 November 2021
Closed date: 30 November 2021
Job ref: DT14a
Tags: Marketing, Management