Forward Role Recruitment
CX Lead
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CX Lead
York (Hybrid, 3 days per week)
up to £65,000 DOE + Benefits
We're working with a growing multi-brand business looking to hire a CX Lead to help them better understand how customers interact with the business and where those experiences can be improved.
This is a newly created role sitting at group level and it's a bit broader than a traditional CRO position. Yes, you'll be looking at website journeys, drop-off points and testing opportunities, but you'll also be looking at the bigger picture.
You'll spend time speaking directly with customers, understanding what their journey looked like, what influenced their decisions and where friction exists across both digital and offline touchpoints. From there, you'll turn those insights into ideas, experiments and improvements that make a measurable difference to the customer experience.
If you're naturally curious about customer behaviour and enjoy digging into the "why" behind the data, this could be a really interesting opportunity.
What's in it for you?
- Up to £65,000 DOE
- Hybrid working (3 days in York)
- Flexible working hours
- Health cash plan
- Retail discounts
- Discounted services
- 25 days holiday + bank holidays
- Buy and sell holiday scheme
- Pension
- Learning and development support
- Dog-friendly office
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What you'll be doing
- Speaking with customers to understand their experience and journey with the business
- Mapping customer journeys and identifying opportunities to improve them
- Using behavioural analytics tools to understand where customers are getting stuck or dropping off
- Running tests and experiments to improve conversion and customer experience
- Working with teams across Digital, Marketing and Analytics to turn insight into action
- Identifying gaps in existing customer journeys and highlighting opportunities the business may not currently be exploring
- Building a deeper understanding of customer motivations, behaviours and decision-making
What they're looking for
- Experience in a CX, CRO, UX or Customer Insights role
- Strong understanding of customer journey optimisation and experimentation
- Experience with tools such as Contentsquare, Hotjar, Clarity, Tealeaf or similar
- Comfortable running customer interviews and gathering qualitative insight
- Someone who can combine customer feedback, behavioural data and commercial thinking
- Strong communication skills and the confidence to challenge ideas and influence stakeholders
Top 3 skills:
Customer journey mapping & CX strategy
You'll need experience mapping end-to-end customer journeys across multiple touchpoints, identifying friction, gaps and missed opportunities. This role isn't just about improving a website journey, it's about understanding the entire customer experience from awareness through to conversion and retention.
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CRO & experimentation
Strong experience developing hypotheses, running A/B tests and using customer insight to improve journeys. You'll be comfortable identifying issues, prioritising opportunities and measuring the impact of changes rather than relying on assumptions.
Behavioural analytics & customer research
You'll combine quantitative and qualitative insight to understand why customers behave the way they do. Experience using tools such as Contentsquare, Hotjar, Clarity or similar will be valuable, alongside conducting customer interviews and translating findings into tangible improvements.
Why apply?
This is a chance to help shape how a large, customer-focused business thinks about experience. Rather than inheriting a mature function, you'll have the opportunity to influence the direction of customer experience, bring fresh ideas to the table and help build a clearer understanding of what customers really need.
2 stage process
Apply now or email alicia@forwardrole.com
Unfortunately sponsorship is not available for this role.
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