Customer Journey & Improvement Coordinator

Are you passionate about understanding customer journeys and turning insight into practical improvements that make a real difference?

We're looking for a Customer Experience Journey Improvement Coordinator to help us understand, map and improve the experiences our customers have with us.

You'll use customer insight and data to identify pain points, map end-to-end customer journeys and coordinate improvements through to measurable outcomes. You'll also help identify opportunities to use AI, automation and digital tools to simplify processes and create better experiences for customers and colleagues.

What you'll be doing

• Creating and maintaining current and future-state customer journey maps, capturing key touchpoints, customer needs, pain points and opportunities for improvement.
• Analysing customer feedback, service data and performance information to identify recurring issues, trends and root causes.
• Coordinating journey improvement initiatives, tracking actions, milestones, risks, dependencies and outcomes against agreed measures and KPIs.
• Turning customer insight and journey pain points into clear requirements and recommendations for digital and operational improvements.
• Identifying opportunities where AI, automation and digital tools could streamline processes, reduce manual activity and improve customer and colleague content.
• Supporting the testing, documentation and adoption of process improvements, including automation and AI-enabled solutions.
• Working collaboratively with Customer Experience, Digital, Insight, Customer Service and operational colleagues to progress improvements and champion a customer-first approach

What we're looking for

We're looking for someone with:

• Hands-on experience mapping, documenting and tracking end-to-end customer journeys within a customer experience, service improvement or operational environment.
• Experience producing current and future-state journey maps and tracking whether improvements deliver the intended outcomes.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and identify meaningful themes and pain points.
• Excellent organisation and coordination skills, with the ability to manage several initiatives and priorities at the same time.
• Clear written and verbal communication skills and confidence engaging with stakeholders and following up actions.
• An interest in using AI, automation and digital tools responsibly to improve processes and content.
• Strong attention to detail and a customer-first mindset, with the ability to balance customer and business needs.

Experience with Lean or Six Sigma methodologies, journey-mapping or service-design tools, Salesforce, digital platforms or AI-enabled tools would be beneficial.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk.

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities