We are seeking a seasoned Customer Experience Manager to shape and deliver outstanding customer journeys across channels. The successful candidate will champion customer insight, lead cross-functional initiatives and drive measurable improvements in satisfaction and retention. This role requires strong leadership, commercial awareness and a passion for service excellence.
Customer Experience Manager Job Profile
The Customer Experience Manager is responsible for designing, implementing and optimising the end-to-end customer journey. They work closely with product, operations, marketing and contact centre teams to ensure consistent, high-quality experiences that reflect the organisation's brand and values.
Reporting to the Head of Customer Success or Chief Operating Officer, the role combines strategic planning with hands-on delivery. The manager sets CX metrics, analyses feedback and leads change to reduce friction, increase loyalty and lower churn.
Customer Experience Manager Job Description
As a Customer Experience Manager, you will develop and execute a comprehensive CX strategy that aligns with commercial objectives. You will map customer journeys, identify critical touchpoints and prioritise improvements based on impact and feasibility. Using quantitative and qualitative insight, you will present clear business cases for change and track outcomes against agreed key performance indicators such as Net Promoter Score, customer satisfaction and retention rates.
You will lead cross-functional projects to improve onboarding, support processes, digital experience and post-sales engagement. This includes collaborating with UX designers, product owners and contact centre managers to implement solutions that are scalable and measurable. The role involves stakeholder management at a senior level, budget oversight for CX programmes and coaching of a small team or network of CX champions across the organisation.
Day-to-day responsibilities include monitoring customer feedback channels, conducting root cause analysis of complaints, designing surveys and voice of customer programmes, and translating insight into practical actions. You will also establish governance for CX standards and create training materials to embed customer-centric behaviours across teams.
Customer Experience Manager Duties and Responsibilities
- Define and implement the end-to-end customer experience strategy aligned to company goals
- Map customer journeys and identify pain points and opportunities for improvement
- Set and monitor CX metrics, including NPS, CSAT and customer retention
- Lead cross-functional projects to enhance onboarding, support and digital channels
- Analyse customer feedback, complaints and behaviour to inform decision-making
- Present business cases and ROI for CX initiatives to senior stakeholders
- Design and run voice of customer programmes and customer panels
- Work with UX and product teams to optimise user flows and reduce friction
- Manage relationships with external vendors and technology partners where required
- Develop training and playbooks to embed customer-centric practices
- Coach and mentor CX team members and internal champions
- Report regularly on progress and maintain CX dashboards for leadership
Customer Experience Manager Requirements and Qualifications
- Relevant degree in business, marketing, customer experience or equivalent experience
- Proven experience in a CX, customer success or contact centre leadership role
- Strong analytical skills and experience using customer data and feedback to drive change
- Excellent stakeholder management and communication skills at a senior level
- Familiarity with CX tooling such as NPS platforms, CRM systems and journey mapping software
- Experience in delivering projects across digital and service channels
- Track record of improving satisfaction and reducing churn through measurable initiatives
- Ability to produce clear business cases and manage budgets
- Empathetic leadership style with experience in coaching teams
- Strong organisational skills and the ability to prioritise competing demands
