Customer Experience Manager
Core
Lead the organization's customer insight and experience strategy to improve customer outcomes, satisfaction, and loyalty by acting as the voice of the customer and driving continuous improvement through data-led insight.
Role type
Customer Experience Manager (Strategy & Insight)
Builds
Customer feedback mechanisms, insight reports, journey maps, and dashboards for the sustainable mobility and vehicle leasing industry.
Domain
Sustainable mobility, vehicle leasing, fleet management, and financial services regulation.
Deliverable
Dashboards & analysis
Required skills
Voice of Customer (VoC) framework design, customer journey mapping, data analysis (quantitative and qualitative), stakeholder influence, regulatory compliance (Consumer Duty), inclusive service design.
Preferred skills
Behavioral insight, customer psychology, service design, experience in regulated environments.
Technologies
Satmetrix, Medallia, Qualtrics, Power BI, Tableau, CRM platforms, Microsoft Office.
Responsibilities
Own and develop the organization's Voice of Customer framework; Map and analyse end-to-end customer journeys across all channels; Support compliance with FCA Consumer Duty requirements; Develop dashboards and reporting packs on customer performance; Build strong relationships across operational, digital, compliance, risk, and product teams; Promote a customer-first culture across the organization.
Seniority
Mid-Senior, hands-on IC with strategic influence.