We’re recruiting an experienced Customer Excellence Manager for a 13‑week temporary assignment based in Coventry. This role is ideal for an individual who can champion the customer voice, lead continuous improvement activity, and drive high‑quality customer journeys across an organisation.
As the Customer Excellence Manager, you will lead a team of Customer Excellence Leads, ensuring customer outcomes are central to decision‑making and service improvement. You will take ownership of customer journeys, enhance key touchpoints, and embed a culture of continuous improvement.
Key Responsibilities
- Lead, coach, and develop Customer Excellence Leads.
- Monitor team performance and maintain strong quality frameworks.
- Use customer journey data and insight to identify improvement opportunities.
- Facilitate problem‑solving and root‑cause analysis to address customer pain points.
- Support the development of inclusive and accessible customer channels.
- Manage change processes end‑to‑end, ensuring compliance and effective risk assessment.
- Build strong relationships with internal stakeholders and customers.
- Produce reports, presentations, and case studies to demonstrate improvement impact.
Candidate Requirements
- Experience managing customer experience, service improvement, or continuous improvement teams.
- Strong communication and stakeholder‑management skills.
- Knowledge of PDCA, Lean, Six Sigma, or similar improvement methodologies.
- Ability to interpret insight, map customer journeys, and lead operational change.
- Experience working cross‑functionally to deliver improvements from concept through to implementation.
Key Details
Location: Onsite in Coventry
Hours: Full‑time, Monday–Friday, 9am–5pm
Pay: £25-£29 per hour, depending on experience, skills, and qualifications
For more information, please contact Reiss Craythorne on 0121 705 0077 or reiss@kateandco.com. If your application is unsuccessful, your CV will be retained for future opportunities.
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