Customer Experience Manager UK&I

The Customer Experience Manager UK&I drives experience-led growth through measurable improvements in NPS and service KPIs. You will own the sub-regional CX strategy and execution roadmap - localising EMEA CX strategy, frameworks and standards into actionable, market-relevant initiatives that deliver tangible business results around loyalty and growth. Your mission is to deliver on the sub-regional growth agenda through developing and executing a sub-regional CX strategy which delivers sustainable NPS growth, using the segmentation and service model framework to create powerful and relevant customers experiences. Combining strategic leadership with hands-on delivery, you will lead the CX performance cycle (deliver, measure, improve, deliver), represent the Voice of the Customer at leadership level, and embed a differentiated service model that consistently elevates customer experiences., CX Strategy & Governance

• Own and deliver the annual UK&I CX strategy aligned to EMEA priorities
• Define and prioritise the CX roadmap, initiatives and resource allocation
• Lead cross-functional CX governance, accountability and execution
• Track and report CX performance (NPS, CES, CSAT) to sub-regional and divisional leadership
• Share best practices and insights to evolve EMEA CX frameworks
Customer Segmentation & Service Models
• Lead annual customer segmentation and embed differentiated service models
• Partner with Sales and Account teams to tailor service strategies for key customers
• Track service performance, drive adoption and lead improvement actions
CX Performance, Insights & Improvement
• Own the end-to-end CX performance cycle and Voice of Customer agenda
• Drive VOC tool adoption and convert insights into measurable improvements
• Prioritise and deliver CX improvement and innovation initiatives, locally and across EMEA
Customer Success & Employee Experience
• Proactively manage end-to-end journeys for top customers with account teams
• Coordinate cross-functional collaboration to ensure seamless experiences
• Partner with HR and functional leaders to link employee experience initiatives to CX outcomes
Leadership & Influence
• Act as a CX ambassador, shaping culture, capability and customer-centric behaviours
• Influence senior stakeholders and challenge the status quo using customer insight
  
  Bachelor's degree in Business, Marketing, Strategy or equivalent
• Experience leading a broad CX agenda in a B2B environment (or equivalent experience in a senior sales leadership role) in a multinational, matrixed organisation
• Proven track record of delivering customer-facing initiatives and measurable CX improvements
• Strong project management skills and ability to deliver through cross-functional influence
• Able to think globally and act locally - strategic mindset with strong hands-on execution
• Commercially astute, with a strong understanding of end-to-end customer journeys and how CX drives growth
• Results-driven with a proactive, solutions-focused ("can-do") mindset
• Excellent communicator, networker and influencer, confident working across all levels and functions
• Highly customer-centric, aligning CX initiatives to clear business objectives
• Data-driven with strong digital and technology awareness, blending digital and human experiences
• Resilient and adaptable, comfortable navigating change and ambiguity
  
  Competitive salary
• Car allowance
• Private Medical Insurance
• Pension scheme, Life insurance and Income Protection
• 25 days holiday plus Bank Holidays
• Employee Assistance Programme
• Employee Discounts