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Customer Experience Manager
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We're looking for a customer-focused CX Manager to turn customer insight into meaningful improvements. You'll manage Voice of the Customer (VoC) activities, analyse customer feedback, map customer journeys and work with stakeholders to identify opportunities to improve the customer experience.
This is a hands-on role suited to someone who enjoys combining data, customer insight and service design to deliver practical, measurable improvements.
Key Responsibilities
- Manage and develop Voice of the Customer (VoC) programmes using Qualtrics.
- Design, launch and analyse customer surveys.
- Produce customer insight reports and identify trends, pain points and improvement opportunities.
- Create and maintain end-to-end customer journey maps.
- Facilitate customer journey workshops with key stakeholders.
- Support continuous improvement initiatives using customer insight and operational data.
- Measure the impact of CX improvements and promote customer-centric decision making.
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Essential
- Experience using Qualtrics XM Platform.
- Strong customer insight and data analysis skills.
- Experience developing customer journey maps.
- Ability to translate customer feedback into actionable recommendations.
- Excellent communication and stakeholder management skills.
Desirable
- Knowledge of NPS, CSAT and CES.
- Experience with UX research, service design or design thinking.
- Power BI or other data visualisation experience.
- Experience within a regulated or service-based environment.
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Personal Attributes
- Customer-focused with a passion for improving experiences.
- Organised, proactive and collaborative.
- Comfortable managing multiple priorities and influencing stakeholders through insight.
Success Measures
- High-quality customer insight and reporting.
- Effective delivery of VoC programmes.
- Completion of customer journey mapping activities.
- Adoption of customer-led improvements.
- Positive impact on customer experience metrics.
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