<img src="https://secure.leadforensics.com/146720.png" style="display:none;"> CMI Level 7 - Strategic Approaches to Customer Services Programme

CMI Level 7 - Strategic Approaches to Customer Services Programme

In association with:
CMI Awards 2022 - INPD Shortlisted CMI Awards 2022 - INPD Shortlisted

CMI Level 7 - Strategic Approaches to Customer Services Programme

“Managing customer experience is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy." Gartner 


This course is designed to help leaders put customers at the heart of their company’s vision, mission and strategy. From gaining an understanding of the broader commercial context and competitive environment, the programme will help to map out the customer journey and pinpoint their needs and expectations. This will provide the opportunity to highlight internal strengths and weaknesses and address how to further develop the leadership ingredients that support a customer-centred organisation. A key part of this will be learning how to develop an effective people strategy for customer success; how to recruit, develop and reward teams. Furthermore, you will explore how to develop and consistently monitor and evaluate your company’s processes to create an excellent customer experience.

Course Summary


CMI Level 7 Award in Strategic Management and Leadership


3 Day


Virtual Central Manchester Central London

Delivery Method and Price:

Virtual Classroom:

Face to Face Classroom:


About the Programme

This programme has been designed to help those in management and leadership positions, including those at board and C-level. Specifically, this programme is aimed at professionals to influence their customer journey/user engagement and organisational change.   

This course is for you if: 

  • Want to learn more about people strategy; recruiting, managing and developing high performing teams 
  • Want to understand, analyse and enhance the customer journey 
  • Want to develop a strategy which puts the customer at the heart of your organisation 

On completion of this programme, you will: 

  • Understand how to put the customer at the heart of the company’s vision, mission and strategy 
  • Have developed an understanding of the customer experience and their complete journey through the service or product offering 
  • Learn how to analyse and interpret the external context and competitive environment 
  • Be able to look through the lens of both customer experience and leadership skills to develop personal growth in both of these important areas 
  • Understand the current customer journey along with their needs and expectations 
  • Be able to build an effective people strategy; learning how to recruit, manage, and develop teams to enhance the customer journey 
  • Be able to develop a holistic overview of the customer journey, allowing a greater understanding of the importance of measurement, analysis and a sustainable continuous improvement environment. 

Session 1

  • Vision, mission and strategy 
  • Mapping the external context and competitive environment 
  • Customer journey 
  • Customer needs, competitive analysis and benchmarking

Session 2

  • Internal strengths and weaknesses 
  • Leadership and emotional intelligence 
  • Building an effective people strategy 
  • Recruitment and development of teams 

Session 3

  • Developing processes for an excellent customer experience 
  • Measures for success 
  • KPIs and balance scorecard 
  • Systems to communicate customer insights 

The CMI Level 7 Award in Strategic Leadership and Management 

This qualification is designed for managers who have the authority and personal inspiration to translate organisational strategy into effective operational performance. The qualification requires managers to build on their strategic management and leadership skills, and to focus on the requirements of implementing the organisation’s strategy. You will be required to take the theory, thought leadership and research discussed on the programme, and implement it in your professional life by focusing on your own leadership development, and positively challenge organisational strategy. 


The CMI Level 7 Award in Strategic Management and Leadership is designed for directors and senior managers who have the authority and personal inspiration to translate organisational strategy into effective performance. This qualification requires senior and aspiring senior leaders to build on their skills in strategic management and leadership and to focus on the requirements of inter-organisational strategy. 

Participants will be required to complete one assignment that requires taught theory to be applied to the strategic organisational context, with a focus on customer experience. 

Nick Jerome

Nick Jerome


After working in sales and marketing management in the publishing and consultancy sectors, Nick had an epiphany and discovered coaching.​

He has for several years been an executive coach, and facilitates leadership, management and coaching programmes.​

Nick has an MBA, and a Masters in Coaching from Warwick University. He can also facilitate and coach in French. He’s a Fellow of the Royal Society of Arts and a member of the Association for Coaching

Susan Griffiths

Susan Griffiths


Susan worked for a large UK bank for over 22 years, in a variety of roles – customer facing and in back-office support functions. She worked in continuous improvement and Lean, focused on improving the customer journey, stripping out waste from end-to-end processes and making large scale efficiencies that would save time, money and make better working experiences for staff. She trained and coached Management teams within Operational Centres with skills and tools to deliver workplace improvement sessions.

Susan spent the last 10 years working as a Learning and Development Manager, focusing on identifying learning needs across a large, global business area, understanding their problems and what wasn’t working and designing and building workable learning journeys, making them engaging, simple and accessible. A big part of her role was strategic workforce planning. Building capabilities to meet the demands of the business in the future.

She is qualified with a level 5 CIPD Diploma in Management of Learning and Development, Neuro Linguistic Programming (NLP) Practitioner and currently studying her Master Certificate to be a breakthrough Coach. She has also completed her CMI level 7 training in Coaching and Mentoring.

Coaching is a big part of her service offering as she loves to help people grow and champion potential in others, especially those who are stuck in limiting thought patterns. 

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Is this course right for you?

  • Understand the leader’s role in the effective management of an organisation
  • Inspire, influence and build high performing teams
  • Build on your strategic leadership and management skills
  • Learn effective management techniques and tools


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