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Customer Experience Lead
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Shape the future of customer experience across a leading UK digital infrastructure organisation
We are looking for an experienced Customer Experience Lead to design and improve the end-to-end customer experience across a complex, technology-led organisation.
This strategic role will own the development of customer journeys, service design and customer insight capability, ensuring customer needs are embedded across the organisation and translated into measurable improvements.
Working closely with teams across Sales, Product, Marketing, Delivery, Operations and Technology, you will help create seamless customer experiences that strengthen relationships, improve satisfaction and support commercial growth.
This is a hybrid role with 3 days a week in the office.
Key Responsibilities
- Develop and evolve the customer experience strategy and frameworks.
- Design and optimise end-to-end customer journeys from lead generation through to delivery, support and retention.
- Create customer journey maps and service blueprints to identify improvements and align teams.
- Build Voice of Customer capability, turning insight into actionable business improvements.
- Analyse customer feedback, behaviour and operational performance to identify opportunities.
- Facilitate workshops and influence senior stakeholders across the business.
- Drive continuous improvement initiatives that enhance customer experience and operational effectiveness.
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What We’re Looking For
You will have significant experience in Customer Experience, Service Design, Customer Strategy or Customer Operations, with a proven track record of improving customer journeys in a complex B2B environment.
You will bring:
- Experience designing end-to-end customer journeys and service blueprints.
- Strong stakeholder management and influencing skills.
- Experience using customer insight to drive business improvements.
- Excellent communication and presentation skills, with the ability to engage senior leaders.
- Experience delivering cross-functional transformation or improvement programmes.
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Experience within telecoms, technology, infrastructure, utilities or other complex service environments would be highly beneficial.
Knowledge of tools such as Miro, Figma, Visio, Power BI, CRM and customer analytics platforms would be advantageous.
Why Join?
This is an exciting opportunity to play a key role in transforming customer experience within a growing digital infrastructure organisation, shaping how customers engage with the business and helping deliver lasting improvements.
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