Imaginera
Customer Experience Manager
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Are you passionate about creating exceptional customer experiences? Do you naturally ask, "How can we do this better?" We're looking for a Customer Experience Manager who will champion the voice of our customers, challenge the status quo, and work across the business to deliver outstanding client experiences and continuous service improvement. If this sounds like you, we'd love to hear from you!
The Role
First and foremost, the Customer Experience Manager is responsible for understanding how Imaginera can provide the best possible service to its clients. The role acts as the voice of the client within Imaginera, continually asking, “What could we be doing better?” and turning that question into practical improvements across relationships, service delivery and ways of working.
To achieve this, the Customer Experience Manager builds a deep understanding of each client’s business, priorities and experience of working with Imaginera; identifies where service, communication or sales and delivery can be improved; and works across the business to make those improvements happen. Alongside this core purpose, the role owns the day-to-day delivery of customer experience activities across assigned accounts, including relationship management, service governance, risk and escalation management, commercial coordination and clear follow-through on client commitments.
Key Responsibilities
- Maintain a complete, current view of assigned client accounts, including stakeholders, services, contracts, risks, opportunities, relationship health, sentiment and future needs, ensuring CRM records support clear internal reporting and RAG status visibility.
- Plan, prepare and support client governance activity, including monthly service reviews, quarterly business reviews, strategic discussions and informal engagement touchpoints, ensuring insight, performance, service themes, actions and follow-ups are clearly captured and progressed.
- Coordinate project sponsorship and pre-execution activity, including requirements gathering, scope definition, estimates, timelines, costs, assumptions and readiness checks before delivery begins.
- Support commercial and contractual activity across assigned accounts, including Statements of Work, Work Orders, renewals, invoicing queries, approvals and client communication.
- Identify, coordinate and manage client risks, escalations and back-to-green activities, ensuring actions, owners, timescales, communication and progress are visible and actively managed.
- Contribute to customer success planning by providing client insight, operational context and input into goals, milestones, risks and value opportunities.
- Review internal processes from a client perspective and contribute to CX governance, templates, standards, reporting and ways of working to improve the customer experience and operational effectiveness.
- Maintain strong knowledge of client businesses, Imaginera products and wider offerings to ensure conversations are relevant, commercially aware and aligned to client outcomes.
- Adhere to all Company expectations, policies, procedures, regulations and contractual requirements, and report information security incidents and nonconformities.
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Accountabilities
- Accountable for the quality, accuracy and currency of assigned account insight, ensuring internal stakeholders have a clear view of client status, risks, opportunities and relationship health.
- Accountable for ensuring client-facing activity is well prepared, appropriately followed through and aligned to agreed governance, service and commercial expectations.
- Accountable for progressing Manager-owned actions within the CX operating model, while escalating material risks, relationship concerns, commercial issues or strategic decisions to the CX Lead at the right time.
- Accountable for bringing informed client and product context to day-to-day conversations, ensuring engagement is relevant, commercially aware and focused on client outcomes.
Working Relationships
- CX Lead: Works closely with the CX Lead, who remains accountable for strategic oversight, major relationship decisions, quarterly business reviews, customer success direction and overall CX governance.
- CX Coordinator: Consults with and draws on coordinator support for administration, information gathering, scheduling, documentation, reporting inputs and follow-up activity.
- Internal teams: Coordinates with delivery, support, finance, sales, marketing, product management and other internal stakeholders to progress client requests, resolve issues and ensure commitments are understood.
- Clients: Build trusted working relationships with client stakeholders through regular communication, structured reviews, issue management and proactive relationship maintenance.
Skills and Experience
- Proven experience in customer success, account management, service management or a similar client-facing role, ideally within a technology, software or professional services environment.
- Strong customer relationship management skills, with the ability to build trust, manage expectations and communicate confidently with stakeholders at all levels.
- Good understanding of governance, action tracking, escalation management, customer health reporting and client review processes.
- Commercial awareness, with confidence supporting invoicing, contract documentation, renewals and project scoping activity.
- Strong written and verbal communication skills, with the ability to translate operational information into clear client and internal updates.
- Organised, proactive and detail-focused, with the ability to manage multiple accounts, priorities and time-sensitive actions.
- Comfortable using CRM and reporting tools to maintain account records, relationship status and management information.
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Location
This is a hybrid role, based in either our Oxford or Bristol office.
Imaginera culture and benefits
We believe in creating an environment where people can thrive and reach their potential. Our business is unique in the market it operates, which means you will learn commercially and technically - mentoring and coaching are an integral part of our business.
In addition to a welcoming and supportive culture, we offer:
- Competitive salary
- 25 days holiday plus 8 bank holidays
- Contributory pension scheme
- Private medical insurance with the option to add family members
- Flexible working hours
- Cycle to work scheme
- A wellbeing team & mental health first aiders
- Yearly paid time off allowance for medical appointments in addition to holiday
- Training and development opportunities
- Regular team and company events
Who We Are
Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance and Insurance Linked Securities. We set ourselves apart from our competition by being at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.
Having spent eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, went live in Autumn 2020 and has a busy roadmap ahead of it.
We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down. So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.
Don’t meet every single requirement?
Studies have shown that women and ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Imaginera, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
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