1101
Senior Customer Experience Manager (SCXM)
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1101 is a trusted digital transformation partner. We help organisations across the UK optimise their processes by combining practical advice and technology with strong security and dependable support.
Are you passionate about creating exceptional customer experiences and helping businesses understand the value of truly listening to their customers?
We're looking for a Senior Customer Experience Manager (SCXM) to join our leadership team. This is a strategic role focused on shaping how customer experience contributes to business success, service improvement and long-term growth. You'll work closely with the Managing Director, senior leaders and our Customer Experience Manager to ensure customer insight helps drive decision-making across the organisation.
This role would suit someone who enjoys building strong relationships, influencing positive change and turning customer feedback into meaningful business improvements. Whilst there are currently no direct reports, you'll provide leadership, guidance and support across multiple teams and functions.
You'll play a key role in ensuring customer experience remains central to how we operate and grow. Your responsibilities will include:
- Developing and maintaining 1101's customer experience strategy, ensuring alignment with business priorities and growth plans.
- Acting as the senior voice of the customer and ensuring customer insight informs business decisions.
- Providing regular reporting and recommendations to the Managing Director on customer experience performance, opportunities and emerging trends.
- Building trusted relationships with key customer stakeholders and supporting strategic customer discussions.
- Working closely with the Customer Experience Manager to ensure operational delivery aligns with strategic objectives.
- Partnering with Heads of Department to embed customer experience principles across all areas of the business.
- Identifying opportunities to improve customer retention, advocacy and long-term customer value.
- Establishing and monitoring customer experience measures to track performance and support continuous improvement.
- Analysing customer feedback and business insights to identify opportunities for service enhancement.
- Developing evidence-based business cases that demonstrate the value of customer experience initiatives.
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We're looking for someone who combines strategic thinking with a collaborative and customer-focused approach. You'll ideally bring:
- Significant experience in customer experience, account management, relationship management, service delivery or a similar customer-focused role.
- A track record of strengthening customer relationships and improving retention, satisfaction or customer advocacy.
- Experience of working with senior stakeholders and influencing organisational priorities.
- Strong commercial awareness and an understanding of how customer experience contributes to business performance.
- Excellent communication, presentation and relationship-building skills.
- The ability to analyse information, identify trends and translate insight into practical actions.
- Experience of providing leadership, coaching or professional guidance to others.
- Confident proficiency in Microsoft 365 and CRM or customer engagement platforms.
- The right to work in the UK.
- A degree, Level 4 qualification or relevant professional qualification in Business, Customer Experience, Leadership or a related discipline would be advantageous, but is not essential.
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What you can expect from us
- Competitive salary.
- Performance-related bonus opportunities.
- Hybrid working.
- Flexible working arrangements.
- Vitality membership.
- Free parking.
- Bike-to-Work scheme.
- EV car scheme, subject to eligibility criteria.
- Ongoing professional development and training opportunities.
- A supportive and collaborative environment where customer experience, innovation and continuous improvement are valued.
Our values
At 1101, we aim to maintain high standards of customer service while living our values of Enhancement, Competency, Responsibility, Inclusivity, Respect and Enjoyment in the way we work with each other and our clients.
As an inclusive employer, we welcome applicants from all backgrounds and with a diverse range of skills, experiences and perspectives. Everyone plays their part. If you require a reasonable adjustment during the recruitment process, please let us know and we'll be happy to support you.
If you're excited by the opportunity to influence strategy, strengthen customer relationships and help shape the future of customer experience at 1101, we'd love to hear from you.
Please note: Should we receive a high volume of applications, we may close the advert earlier than the advertised closing date.
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