Customer Journey Lead

Customer Journey Lead

At Lanes Group nothing is more important than the health, safety and well-being of our people and our customers. It’s a major reason we are the UK’s largest independent specialist infrastructure delivery partner of choice with a turnover in excess of £530 million, (EBITDA £45m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectfully.

Strong leadership being at our heart, supporting our people ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute exacting operational excellence being a leading entity and enviable delivery team embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators. 

In this critical role of ensuring our organisation is known for being the best in everything we do, known for leaving a legacy of absolute quality and compliance and, keeping our promises at all times is our absolute mantra.

The Customer Journey Lead is pivotal in improving Customer satisfaction and Experience (CSAT) by analysing and enhancing the end-to-end customer experience. You will focus on identifying pain points within the customer journey, addressing low CSAT scores, and implementing strategies to deliver positive outcomes.

Position: Customer Journey Lead

Location: Customer Solution Centre, Slough Trading Estate (Slough, Berkshire)

Job Type: permanent, full time

Hours: Monday to Friday, 37.5 hours per week (8am - 4:30pm)

Salary: £30,000 per annum

Benefits: 24 days holiday (plus bank holidays); onsite restaurant; personal learning; workplace pension; onsite parking; free access to wellbeing support; friendly working environment

About the role:

Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

• 
  Analyse Customer Journeys: Identifying customer journeys at risk of receiving low CSAT scores and intervening the journey to improve the customers experience ongoing. Review and assess customer journeys with low CSAT scores to identify root causes and improvement opportunities.
  


• Process Improvement: Collaborate with cross-functional teams to redesign processes that enhance customer experience and efficiency.


• Journey Recovery: Take ownership of in-progress journeys that have scored poorly, working to turn them around and achieve positive resolutions.


• CSAT Performance: Develop and implement initiatives aimed at improving overall CSAT scores and customer satisfaction metrics.


• Continuous Monitoring: Track and report on customer experience trends, providing actionable insights to stakeholders.


• Stakeholder Engagement: Work closely with operational teams to ensure changes are embedded and deliver measurable improvements.


• 
  Actioning Close The Loops: Targeting attended not cleared with private outcomes for an aftercare call. Contacting customers as their journey ends and discovering improvement opportunities and making sure they are updated with the work carried out.
  
  


• Be aware of all Lanes Group policies and your responsibilities towards them.


• Any reasonable ad-hoc duties, tasks or projects requested my management.

So if you enjoy working in a fast paced environment and delivering only the best in customer service, where no two days are the same and want to join a growing company that not only values you and your ability - but also strives to develop your potential and further your career progression, then we are the right Company for you.

What is essential is the ability to work safely to quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.

Key Objectives:

• Improve overall CSAT score across customer journeys


• Enhance customer experience by reducing pain points and increasing positive outcomes


• Drive cultural change towards customer-centricity within the organisation

About you:

The ideal candidate will:

• Preferably have previous experience in Customer Service and the Wastewater Industry or a similar regulated environment


• Have strong analytical skills with the ability to interpret data and identify trends


• Have a proven track record in customer experience improvement or journey mapping


• Have great interpersonal skills to create relationships with the team, engineers, and wider Lanes Group network


• Have good knowledge of Microsoft 365


• Have excellent communication and stakeholder management skills


• Be resourceful and proactive and have the ability to multi-task, prioritise, work under pressure and on own initiative

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Lanes Group are a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.