Jobgether
Customer Experience Manager
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Job Title: Customer Experience Manager
About the Role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Manager based in United Kingdom.
This role sits at the heart of a fast-scaling digital marketplace serving millions of users worldwide. You will be responsible for elevating the end-to-end customer experience by turning feedback and operational data into meaningful improvements. Acting as a key connector between support, product, operations, and training teams, you will help identify friction points across the customer journey and drive structured, data-informed solutions. The environment is highly collaborative, international, and performance-driven, with a strong emphasis on continuous improvement. You will work closely with customer support data, quality frameworks, and CX metrics to ensure consistency and excellence across all interactions. This is a high-impact role where your insights directly shape user satisfaction, operational efficiency, and long-term customer trust.
Accountabilities
- Own and continuously improve the customer experience quality framework across support interactions, ensuring consistent evaluation standards and actionable feedback loops.
- Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and improvement opportunities across the customer journey.
- Monitor and report on CX metrics (CSAT, CES, NPS, FCR, ticket trends) and use insights to guide prioritization and measure impact.
- Build and maintain dashboards and reporting structures to provide clear visibility into CX performance.
- Map the end-to-end customer journey, identifying friction points and recommending improvements across all touchpoints.
- Collaborate cross-functionally with Product, Operations, and Training teams to translate insights into process, product, and policy improvements.
- Drive continuous improvement initiatives focused on support quality, operational efficiency, and customer satisfaction.
- Convert customer insights into training materials, coaching programs, and process enhancements for support teams.
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Requirements
- Minimum 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations roles.
- Hands-on experience managing quality assurance programs (e.g., Maestro QA or similar tools).
- Strong analytical and problem-solving skills, with the ability to identify root causes behind customer and operational issues.
- Experience working with customer support teams and leveraging support data to improve service quality.
- Ability to analyze CX metrics such as CSAT, CES, NPS, and ticket trends to identify insights and track improvements.
- Proven cross-functional collaboration skills with Product, Operations, and Training teams.
- Experience improving end-to-end customer journeys through structured feedback and data analysis.
- Nice to have: SQL for data analysis, dashboarding tools (Tableau, Looker, Power BI, Metabase), and experience using AI tools to optimize workflows.
- Background in digital platforms (B2C, B2B, or P2E) and multi-product ecosystems is a plus.
- Strong project management skills with the ability to prioritize and deliver cross-functional initiatives.
- Strong English communication skills (written and spoken required).
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Benefits
- Competitive salary range: €30,000 – €40,000 annually.
- Employee Stock Options program.
- Performance-based bonuses and referral rewards.
- Additional paid leave and personal learning & development budget.
- Flexible work arrangements (remote, office, or hybrid, with work-and-travel options).
- Paid volunteering opportunities.
- Strong focus on professional growth with structured feedback and promotion processes.
- Opportunity to work in an international, fast-scaling environment shaping a global digital product.
How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
Why Apply Through Jobgether?
We appreciate your interest and wish you the best!
Data Privacy Notice
By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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