AI-Driven Customer Journey Lead

The Customer Experience Specialist is responsible for ensuring that customers enjoy seamless, engaging, and positive interaction with the company across all touchpoints, for all Beekman Group product lines. This role focuses on understanding customer needs, improving service delivery, and embedding a customer-first culture throughout the organisation, while leveraging modern tools and innovations such as AI to stay ahead of industry trends.

Key Responsibilities

• Customer Journey Management: Map and analyse customer journeys to identify pain points, implement improvements, and ensure consistency of experience.
• Service Standards: Develop, monitor, and continuously improve service standards and procedures to align with customer expectations.
• Feedback & Insights: Use insights (surveys, reviews, complaints, NPS, CSS etc.) to drive improvements.
• Team Leadership: Motivate customer service teams, ensuring they are trained, engaged...