Customer Excellence Manager

Job Description: # Customer Excellence Manager # Crewe, Cheshire - Onsite Likewize is the premier global boutique for device protection and pre-owned solutions. From phones to smart home devices, we care for the tech that powers everyday life.At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you're going to love it here. About the Role You'll act as the voice of the customer, uniting teams across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product to deliver effortless journeys for customers and colleagues. Key Responsibilities End to End Journey Ownership Own and continuously improve journeys for Device Protection and Pre Owned/Trade In. Map and redesign digital, operational, and physical touchpoints. Identify friction using data, feedback, complaints, and operational insight. Ensure journeys are simple, intuitive, and aligned with global best practice.Turning Insights into Action Analyse customer feedback, NPS, complaints, operational and digital data. Translate insights into clear recommendations and business cases. Track the impact of journey improvements.Cross Functional Collaboration Work with UK teams and Global Product (US) to deliver joined up journeys. Facilitate workshops and journey reviews to remove silos.Operational & Digital Process Improvement Review warehouse and operational processes to improve efficiency and experience. Optimise online journeys, content clarity, and UX. Ensure internal processes support the customer journey. Respect the value of information by following Likewize's data protection / information security policies and proceduresCustomer Experience Governance Maintain journey standards and consistency across touchpoints. Define and monitor KPIs (NPS, CSAT, conversion, turnaround times, trade in rates). Ensure compliance with regulatory and partner requirements.Continuous Improvement Culture Champion a customer first mindset and shared ownership of outcomes. Lead cross functional improvement initiatives and embed CI methodologies. Key Skills & Experience Essential Experience in customer journey management, CX, service design, or continuous improvement. Strong understanding of digital journeys, UX, and operational processes. Skilled in cross functional collaboration and stakeholder management. Data driven decision making capability. Confident challenging the status quo and influencing change.Desirable Experience in device protection, insurance, telecoms, logistics, or retail. Knowledge of NPS/CSAT methodologies and global product environments. Familiarity with Lean, Six Sigma, or similar frameworks. Commitment to data protection and information security.At Likewize, we care about you and your progression. We offer: A competitive salary and benefits package A supportive and collaborative culture A fun and dynamic work environment A range of learning and development opportunities Health Cash Plan, covering Dental, Optical, Prescriptions, Health & Wellbeing, Maternity Antenatal appointments & adoption Access to a GP at any time, with prescriptions delivered to your home or work Enhanced Maternity, Paternity & Adoption My Perks that have hundreds of offers available with exclusive discounts and cash back on purchases A fully paid Employee Assistance Programme Free onsite car parking Employee Discounts Cycle 2 work scheme Free onsite gym Holiday buy back scheme, the opportunity to buy up to five extra days of annual leave Ensure Fairness & Embrace Differences Together we are committed to creating a work environment where differences are celebrated and are essential to our success. We are a Disability Confident employer and are committed to creating an inclusive and supportive environment for all. We actively encourage applications from individuals with disabilities and will make reasonable adjustments throughout the recruitment process and in the workplace to ensure accessibility and equal opportunity. If you require any accommodations during the application or interview process, please let us know - we're here to help.The world runs on connected devices.At Likewize, we make the experience around them work better.We partner with many of the world's biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal. We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle.When tech goes wrong, we make it right. When customers are ready for something new, we make the transition simple.We operate at global scale, but never lose sight of the individual customer. Innovation is part of our DNA. We move fast, challenge the obvious, and look for better answers.We are driven by Success, Passion, Professionalism, Accountability and Teamwork - and we look for people who share the same values. At Likewize, we Go for Growth .To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success.If that fires you up, you're going to love it here. Apply to join us today!