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 procedures

Customer 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.

What do we offer?
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.