Ayvens
Customer Experience Manager
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At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
The Customer Success function provides support to all customer facing teams by providing the framework, assessment method and insight to ensure that we deliver high quality customer interactions ensuring we continually strive for improvement.
We are currently seeking a CX Manager to join the team, reporting to the Head of Customer Success this is an exciting opportunity as we continue to re-shape our organisation.
Purpose
- Lead the organisation’s customer insight and experience strategy to improve customer outcomes, satisfaction, and loyalty
- Act as the voice of the customer, embedding customer-centric thinking across journeys, processes and decision-making
- Drive continuous improvement through data-led insight, ensuring alignment with Consumer Duty and regulatory expectations
Key Accountabilities
Voice of Customer (VoC) & Insight Management
- Own and develop the organisation’s Voice of Customer framework
- Design and manage customer feedback mechanisms including NPS, CSAT, CES, OSAT, surveys, complaints insight and digital feedback
- Analyse customer data (quantitative and qualitative) to identify trends, pain points, root causes and sentiment
- Produce insight reports and present findings to drive business improvements and strategic decisions
- Translate insight into actionable recommendations that improve customer and business outcomes
Customer Journey & Experience Improvement
- Map and analyse end-to-end customer journeys across all channels
- Identify friction, failure demand, service gaps and customer effort
- Lead and support initiatives to improve customer outcomes, retention, trust and operational efficiency
- Partner cross-functionally to embed customer-centric and inclusive design principles into products and processes
- Ensure journeys are accessible and inclusive for all customer segments
Consumer Duty & Vulnerable Customers
- Support compliance with FCA Consumer Duty requirements and good customer outcomes
- Embed vulnerable customer considerations into journey design, communications and decision-making
- Analyse feedback and complaints through a Consumer Duty lens to identify risks of harm or customer detriment
- Support fair value, accessibility and customer understanding assessments
Reporting & Governance
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- Develop dashboards, reporting packs and insight papers on customer performance
- Define and track KPIs such as NPS, complaint trends and customer effort
- Provide data-driven recommendations to senior stakeholders and governance forums
- Track improvement initiatives through to measurable outcomes
Stakeholder Management & Influence
- Build strong relationships across operational, digital, compliance, risk and product teams
- Influence stakeholders using data, insight and customer storytelling
- Facilitate workshops, journey reviews and improvement sessions
- Act as a customer advocate across change programmes and transformation initiatives
Culture & Capability
- Promote a customer-first culture across the organisation
- Support colleagues in understanding customer needs and behaviours
- Embed empathy, accessibility and inclusive service principles
- Contribute to CX training, coaching and awareness activity
Skills, Experience & Background
Technical Capabilities
- Strong experience with customer insight tools and methodologies (NPS, CSAT, CES)
- Data analysis and reporting capability across multiple sources
- Customer journey mapping and service design understanding
- Experience with insight tools such as surveys, complaints analysis, and analytics platforms
Desired Previous Experience
- Experience in Customer Experience, Insight, VoC or Service Improvement roles
- Proven track record of driving customer-led improvements
- Experience influencing senior stakeholders and working cross-functionally
- Understanding of vulnerable customers and inclusive service delivery
- Experience within regulated environments (financial services desirable)
Desirable Education and Technical Ability
- Degree or equivalent experience in Business, Marketing, Psychology or related field
- Knowledge of behavioural insight, customer psychology or service design
- Familiarity with Consumer Duty and FCA expectations
IT Applications
- Survey and VoC platforms (e.g., Satmetrix, Medallia, Qualtrics)
- Data visualisation tools (e.g., Power BI, Tableau)
- CRM and digital analytics platforms
- Microsoft Office (Excel, PowerPoint, Word)
What We Can Offer
Rewards & Financial Benefits
- Competitive pension scheme, Annual salary review and bonus scheme
- EV company car, Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000)
- Retail discounts programme, GymFlex membership options, Cycle to Work scheme
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Health & Wellbeing
- Private Medical Insurance, Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance
Time Off & Work–Life Balance
- 25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days, Time allocated for personal development, Study support (where applicable)
Workplace & On‑Site Facilities
- Free parking, EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified.
At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!
Why Ayvens?
With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
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