Customer Journey Lead

Due to continued growth and development, we are now looking for customer focused people to join us in our Utility Division, working on our Thames Water contract service to deliver real and effective solutions to waste-water network and drainage problems.

• Analyse customer journeys at risk of receiving low CSAT scores and intervene to improve the customer experience.
• Review and assess journeys with low CSAT scores to identify root causes and improvement opportunities.
• Collaborate with cross‑functional teams to redesign processes that enhance customer experience and efficiency.
• Take ownership of in‑progress journeys that have scored poorly and work to turn them around for positive resolution.
• Develop and implement initiatives to improve overall CSAT scores and customer satisfaction metrics.
• Track and report on customer experience trends, providing actionable insights to stakeholders.
• Work closely with operational teams to ensure changes are embedded and deliver measurable improvements.
• Target attended but not cleared cases with private outcomes for an after‑care call: contact customers as their journey ends, discover improvement opportunities and update them with the work carried out.
• Be aware of all Lanes Group policies and your responsibilities towards them.
• Perform any reasonable ad‑hoc duties, tasks or projects requested by management.

So if you enjoy working in a fast‑paced environment and delivering only the best in customer service, where no two days are the same and you want to join a growing company that values you and your ability—and strives to develop your potential and further your career progression—then we are the right company for you. What is essential is the ability to work safely, quickly diagnose and deliver practical and efficient solutions to attain the highest levels of customer satisfaction.

• Improve overall CSAT score across customer journeys.
• Enhance customer experience by reducing pain points and increasing positive outcomes.
• Drive cultural change towards customer‑centricity within the organisation.

• Preferably have previous experience in Customer Service and the Wastewater Industry or a similar regulated environment.
• Have strong analytical skills with the ability to interpret data and identify trends.
• Have a proven track record in customer experience improvement or journey mapping.
• Have great interpersonal skills to create relationships with the team, engineers and the wider Lanes Group network.
• Have good knowledge of Microsoft 365.
• Have excellent communication and stakeholder management skills.
• Be resourceful and proactive, and have the ability to multi‑task, prioritise, work under pressure and take initiative.

At Lanes Group, nothing is more important than the health, safety and well‑being of our people and our customers. It's a major reason we are the UK's largest independent specialist infrastructure delivery partner of choice with a turnover in excess of £530 million, (EBITDA £45m), with over 4,000 brilliant people and a countrywide network of operational locations. Our services cover the majority of the FTSE 100 & 250 respectively.

Strong leadership is at our heart, supporting our people, ensuring they are engaged with purpose, rewarded and recognised whilst delivering absolute operational excellence. We are a leading entity embracing quality and compliance in our overarching delivery, one of our fundamental key differentiators. In this critical role we ensure our organisation is known for being the best in everything we do, for leaving a legacy of quality and compliance and for keeping our promises at all times.

At Lanes Group, we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued and empowered. We believe that our differences make us stronger and are committed to providing equal opportunities for all employees. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. Join us in our commitment to creating a more inclusive and diverse world.

Lanes Group is a signatory of the 'Charter for Employer Positive About Mental Health' run by Mindful Employer.