Customer Experience Manager

MAIN RESPONSIBILITIES

Customer Insight & Analysis

• Analyse customer data, feedback, journey performance and operational trends to identify friction and opportunities.
• Translate insight into clear, actionable recommendations that support prioritisation and decision‑making.

Operational Feedback Loops & Root Cause Analysis

• Build structured feedback loops with Customer Service, Operations and frontline teams.
• Lead root cause analysis to break down recurring issues and support operational fixes.
• Maintain a central log of pain points, owners and progress.

CX Improvement Projects

• Lead cross‑functional CX improvement projects from discovery to delivery.
• Work with Customer Service, Ops, Product, Digital and Marketing to embed improvements.
• Partner with the Experience Designer to align work with UX and service design practices.

CX Governance & Standards

• Support development and adoption of CX standards and customer‑first frameworks.
• Help ensure consistency and quality across digital and operational journeys.

Change Adoption & Influence

• Influence teams to adopt improvements using insight and evidence.
• Support workshops and discussions that promote customer‑first thinking.

Voice of the Customer & Reporting

• Track key CX metrics such as CSAT, NPS and case drivers.
• Stay up to date on customer experience trends and technologies.
• Assess commercial impact of behaviours and support business cases.

PERSON SPECIFICATION

Required Experience

• Experience in customer experience, operations, or insight roles.
• Experience leading cross-functional projects.
• Experience using VoC methodologies and tools, including NPS and CSAT.
• Experience working with CRM systems and/or customer journey mapping.
• Experience conducting structured root cause analysis.
• Experience in EV, retail, or related sectors

Required

Skills and Abilities

• Strong analytical and problem-solving skills.
• Ability to influence stakeholders and support change.
• Strong communication and storytelling skills.
• Confidence working across functions and disciplines.
• Understanding of service design principles.
• Exposure to commercial modelling or development of business cases.

Desirable Qualifications and Certifications

• Customer experience, service design or human-centred design certification (e.g. CCXP, Service Design, Design Thinking).
• Customer insight, UX research, product management or digital transformation certification.
• Process improvement or analytics certification (e.g. Lean Six Sigma, Agile/Scrum, data/BI tools)