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Customer Experience Lead | UK Digital Infrastructure
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Customer Experience Lead | UK Digital Infrastructure
Permanent
Theale/Home – 3 days a week in the office
We’re looking for an experienced Customer Experience Lead to shape and improve end-to-end customer journeys within a fast-moving digital infrastructure environment. This is a strategic role focused on designing exceptional customer experiences, improving operational effectiveness, and ensuring customer insight drives business decisions.
Key responsibilities:
- Design and improve customer journeys across the full lifecycle, from lead generation through delivery, support, retention, and advocacy
- Create customer journey maps and service blueprints to align teams around better experiences
- Develop Voice of Customer capability and turn insight into measurable improvements
- Partner with Sales, Marketing, Product, Delivery, Operations, and IT to optimise customer interactions
- Lead workshops with senior stakeholders and drive customer-focused change
- Establish customer experience standards, governance, and continuous improvement practices
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What we’re looking for:
- Proven experience in Customer Experience, Service Design, Customer Strategy, or Customer Operations
- Strong background designing end-to-end B2B customer journeys
- Experience with service blueprinting, journey mapping, and customer insight programmes
- Excellent stakeholder management and executive communication skills
- Commercial mindset with the ability to connect customer experience to business outcomes
- Experience within telecoms, technology, infrastructure, or complex service environments preferred
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