Define and deliver a CX transformation roadmap combining operational excellence, digital innovation (including AI/self-service), and customer-centric design
Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to evolve CX vision
Introduce differentiated CX solutions to elevate service proposition and lead budgeting and forecasting for transformation efforts
Design and implement an operating model to support CX strategy at scale; plan and manage change, assess impacts and risks, and manage training and stakeholder communications
Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture
Develop and manage KPIs (e.g., CSAT, NPS, time-to-value, resolution rate), map customer journeys, identify friction, and lead improvement initiatives
Embed systems and processes to capture, analyse and act on customer feedback in real time and champion customer-centricity across functions
Provide regular updates to executive stakeholders; collaborate with Product Development, Marketing, Sales and Operations; promptly escalate issues impacting strategy fulfilment
Requirements
Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environments
Experience implementing scalable digital support, AI-enabled tooling, and self-service adoption
Excellent stakeholder management and leadership experience, preferably in fast-paced/agile environments
Coach and mentor mindset; committed to growing others
Customer-obsessed leader with strategic thinking and problem-solving skills
Skilled multitasker with strong ownership mentality and clear communication
Data-driven, naturally curious, adaptable and pragmatic in execution
Minimum Experience: Senior Manager/Supervisor
Benefits
Hybrid working (Milton Keynes / Hybrid)
High-visibility leadership role within a UK-leading consumer platform
Culture that values innovation, collaborative leadership and continuous improvement
Opportunity to influence the customer experience for hundreds of thousands of users
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