This role leads the implementation of changes driven by customer feedback and research insights and manages the closed-loop feedback program. It is pivotal in driving customer-centric initiatives across the business, including customer journey mapping and CX maturity assessments, and reports back to the Head of Customer and other senior stakeholders on customer change initiatives


·         Implement feedback-driven changes aligned with customer expectations.

·         Oversee the closed-loop feedback program for effective issue resolution.

·         Lead a team of CX Executives, guiding their professional development.

·         Champion customer-centric initiatives and drive CX improvements across the business.

· Report to the Head of Customer and other senior stakeholders on customer change initiatives.

Skills & Experience

Key Characteristics

  • Passionate about driving organisational change that leads to improved customer experiences, embodying a spirit of continuous improvement.
  • Empathetic towards customers and team members, understanding their perspectives and challenges to drive more effective and personalised change initiatives.
  • Committed to successfully implementing feedback-driven changes, showing dedication to enhancing customer satisfaction through efficient and effective solutions.
  • Curious about new methodologies, tools, and approaches in change management and customer experience to continually enhance the impact of change initiatives.
  • Attentive to feedback from customers and team members, ensuring that change initiatives are responsive to customers' real needs and concerns.
  • Connected with various departments and stakeholders, fostering strong relationships and facilitating collaborative and customer-centric change efforts.
  • Courageous in leading significant changes that impact customer experiences, willing to advocate for customer-centric initiatives even when faced with resistance.

Experience and Skills

·         Passionate about customers.

·         Educated to degree level or equivalent, ideally in a Business or marketing field; Masters preferred.

·         Minimum four years of experience in CX management.

·         Excellent written and verbal communication skills.

·         Strong analytical, project and risk management skills.

·         Exceptional communication and stakeholder management abilities.

·         Excellent collaborative skills.

·         Proven people developer.

·         Coaching/Mentoring skills experience.


Be Rewarded:

  • Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
  • Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
  • Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
  • Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
  • Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
  • Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

  • Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
  • Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
  • Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

  • Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
  • Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
  • Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
  • Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
  • Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
  • Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
  • Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
  • Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.
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