We’re recruiting an experienced Customer Excellence Manager for a 13-week temporary assignment based in Coventry. This role is ideal for someone who can champion the customer voice, lead continuous improvement activity, and drive high-quality customer journeys across an organisation.

You will lead a team of Customer Excellence Leads, ensuring customer outcomes are central to decision-making and service improvement. The role involves owning customer journeys, enhancing touchpoints, and embedding a culture of continuous improvement.

Key Responsibilities of the Customer Excellence Manager role:*Lead, coach, and develop Customer Excellence Leads.
*Monitor team performance and maintain quality frameworks.
*Use customer journey data and insight to identify improvement opportunities.
*Facilitate problem-solving and root-cause analysis to address pain points.
*Support development of inclusive, accessible customer channels.
*Manage change processes end-to-end, ensuring compliance and risk assessment.
*Build strong relationships with internal stakeholders and customers.
*Produce reports, presentations, and case studies demonstrating improvement impact.
To be considered for the Customer Excellence Manager role:
*Experience managing customer experience or continuous improvement teams.
*Strong communication and stakeholder-management skills.
*Knowledge of continuous improvement tools (PDCA, Lean, Six Sigma).
*Ability to interpret insight, map customer journeys, and drive operational change.
*Experience working cross-functionally to deliver improvements from concept to implementation and proven cross-functional delivery experience.
For more Information on the role, please contact Reiss Craythorne on or at . Should your application be unsuccessful, your CV will be kept on file for future vacancies.