Customer Experience Manager
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Job Description
Customer Experience Manager supporting a UK-based employer in designing exceptional customer journeys. Focusing on customer feedback, strategy management, and cross-functional support.
Responsibilities:
- Manage and support the end-to-end customer experience strategy across all touchpoints
- Handle customer feedback programmes, NPS tracking, and service improvement initiatives
- Communicate effectively with internal teams and external stakeholders across time zones
- Maintain accurate records of customer satisfaction data, journey maps, and CX project documentation
- Use relevant tools such as CRM platforms, survey tools, and customer analytics dashboards
- Support the wider team with cross-functional CX projects, training, and customer advocacy programmes
- Identify opportunities to reduce friction, increase loyalty, and improve overall customer satisfaction
Requirements:
- 3+ years of experience in customer experience, customer success, or a related field
- Excellent written and verbal communication skills in English
- Strong organisational skills with the ability to manage multiple CX initiatives simultaneously
- Proficient in CRM systems, survey platforms, and customer analytics tools
- Able to work independently and manage your own time effectively
- High attention to detail and a proactive approach to problem-solving
- Experience working with UK-based clients or employers is advantageous
- Must have a reliable laptop, stable internet connection, and a quiet working environment
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