Customer Experience; CX Lead

Job Title:

Customer Experience (CX) Lead

Location:

Birmingham/Hybrid - travel to other UK sites

Salary: £40,000 to £45,000

Champion the Customer. Drive Change. Shape the Future.

Bridge Recruitment are working with a leading manufacturing company who are a leader in their field. We have an exciting new role, where we are looking for a Customer Lead person who can come in and make a difference.

Are you passionate about delivering outstanding customer experiences and making things work better across teams? We’re looking for a strategic yet hands‑on Customer Experience Lead to put the customer at the heart of everything we do.

In this pivotal role, you’ll act as the voice of the customer
, working cross‑functionally with planning, logistics, quality, and production teams to deliver a seamless, high‑quality end‑to‑end customer journey. If you thrive on problem‑solving, collaboration, and continuous improvement and see digital transformation as an opportunity rather than a challenge, this role is for you.

• Champion the customer across the organisation, using feedback, data, and frontline insight to shape service strategies that improve satisfaction and retention.

• Partner with planning, logistics, quality, and production teams to ensure customer needs are understood, prioritised, and consistently delivered.

• Lead root cause analysis for customer complaints, delays, or quality issues.
• Implement corrective actions and clearly communicate outcomes to stakeholders.

• Identify pain points across the customer journey and lead initiatives that streamline processes, remove inefficiencies, and enhance the overall experience.

• Drive customer‑focused improvement projects from concept through to execution, ensuring clear milestones, engagement, and measurable results.

• Communicate confidently with both internal teams and external customers.
• Prepare clear, insightful reports on CX performance, trends, and initiatives for senior leadership.

• Promote and adopt digital tools such as CRM systems, self‑service platforms, and analytics to improve visibility, interaction, and data‑driven decision‑making.

• Proven experience in a customer‑facing, operational, or cross‑functional role (e.g. Customer Experience, Logistics, Planning, Quality).
• Strong understanding of end‑to‑end supply chain and customer fulfilment processes.
• Excellent communication skills with the ability to influence and align diverse teams.
• Demonstrated problem‑solving and root cause analysis skills.
• Solid project management experience with the ability to juggle multiple priorities.
• Confidence working with data and systems such as CRM, ERP, and analytics dashboards.

This is a fantastic opportunity to make a real impact, shaping customer experience at a strategic level while staying close to day‑to‑day operations. You’ll be empowered to challenge the status quo, drive meaningful change, and help build a truly customer‑first culture.

Ready to lead the customer journey? Apply now and help us deliver experiences that make a difference.