Customer Experience Team Leader

Overview

Salary:
Competitive, dependent on experience

Hours:

Monday – Friday, plus two Saturdays per month

(Saturday worked will be taken as a weekday off in lieu or paid in addition to salary)

We’re the UK’s leading provider of supercar and motor sport driving days. With 24+ circuits nationwide, 400+ events each year, and a fleet of 300+ high-performance cars, we create unforgettable experiences for thousands of customers every season.

As we continue to scale, we’re investing heavily in how customers experience Everyman Driving at every touchpoint - before, during, and after their event. This role plays a key part in shaping that journey.

We’re looking for a Customer Experience Team Leader to lead, develop, and evolve our in-house Customer Experience team. This is not a traditional customer service role.

You won’t just be reacting to enqueries - you’ll be actively designing better customer journeys, removing friction, and using technology (including AI and automation) to make the experience smoother, faster, and more intuitive for both customers and the team.

You’ll lead the team day-to-day while also getting hands-on with improving systems, processes, and communication across the business.

• Leading, motivating, and supporting the Customer Experience team, setting clear standards and priorities
• Owning the end-to-end customer journey, from booking through to post-event follow-up
• Identifying friction points and turning them into practical, measurable improvements
• Using AI tools, automation, and smart workflows to reduce repeat contact and improve response times
• Coaching team members to deliver confident, empathetic, and proactive customer interactions
• Analysing feedback, trends, and recurring issues to drive continuous improvement
• Working closely with Events, Operations, and Hospitality teams to create joined-up communication
• Handling escalated or complex customer cases when needed
• Providing cover on two Saturdays per month in line with customer demand

• Proven experience in Customer Experience, CX, or customer journey design (team leadership experience is a strong advantage)
• A clear understanding of the difference between customer experience and customer service
• Comfortable using AI tools, automation platforms, or workflow systems to improve outcomes
• Confident analysing problems, spotting patterns, and designing smarter ways of working
• A calm, confident leader who brings clarity and direction to a fast-moving team
• Highly organised, proactive, and able to juggle multiple priorities
• Comfortable in a fast-paced, customer-facing environment
• Happy to be office-based at Dunsfold

• Real influence over systems, automation, and ways of working
• Employee discounts on driving experiences for you, friends, and family
• Company pension, sick pay, and regular team events
• A collaborative, forward-thinking environment where ideas don’t just get heard - they get built

If you love designing better journeys, enjoy leading people, and get excited about using AI and automation to make work smarter (not harder), we’d love to hear from you.