The Customer Experience Manager UK&I drives experience-led growth through measurable improvements in NPS and service KPIs. You will own the sub-regional CX strategy and execution roadmap - localizing EMEA CX strategy, frameworks and standards into actionable, market-relevant initiatives that deliver tangible business results around loyalty and growth. Your mission is to deliver on the sub-regional growth agenda through developing and executing a sub-regional CX strategy which delivers sustainable NPS growth, using the segmentation and service model framework to create powerful and relevant customers experiences. Combining strategic leadership with hands‑on delivery, you will lead the CX performance cycle (deliver, measure, improve, deliver), represent the Voice of the Customer at leadership level, and embed a differentiated service model that consistently elevates customer experiences.
Responsibilities
CX Strategy & Governance
- Own and deliver the annual UK&I CX strategy aligned to EMEA priorities
- Define and prioritise the CX roadmap, initiatives and resource allocation
- Lead cross-functional CX governance, accountability and execution
- Track and report CX performance (NPS, CES, CSAT) to sub-regional and divisional leadership
- Share best practices and insights to evolve EMEA CX frameworks
Customer Segmentation & Service Models
- Lead annual customer segmentation and embed differentiated service models
- Partner with Sales and Account teams to tailor service strategies for key customers
- Track service performance, drive adoption and lead improvement actions
CX Performance, Insights & Improvement
- Own the end-to-end CX performance cycle and Voice of Customer agenda
- Drive VOC tool adoption and convert insights into measurable improvements
- Prioritise and deliver CX improvement and innovation initiatives, locally and across EMEA
Customer Success & Employee Experience
- Proactively manage end-to-end journeys for top customers with account teams
- Coordinate cross-functional collaboration to ensure seamless experiences
- Partner with HR and functional leaders to link employee experience initiatives to CX outcomes
Leadership & Influence
- Act as a CX ambassador, shaping culture, capability and customer‑centric behaviours
- Influence senior stakeholders and challenge the status quo using customer insight
Qualifications
- Bachelor's degree in Business, Marketing, Strategy or equivalent
- Experience leading a broad CX agenda in a B2B environment (or equivalent experience in a senior sales leadership role) in a multinational, matrixed organisation
- Proven track record of delivering customer‑facing initiatives and measurable CX improvements
- Strong project management skills and ability to deliver through cross‑functional influence
- Able to think globally and act locally - strategic mindset with strong hands‑on execution
- Commercially astute, with a strong understanding of end‑to‑end customer journeys and how CX drives growth
- Results‑driven with a proactive, solutions‑focused ("can‑do") mindset
- Excellent communicator, networker and influencer, confident working across all levels and functions
- Highly customer‑centric, aligning CX initiatives to clear business objectives
- Data‑driven with strong digital and technology awareness, blending digital and human experiences
- Resilient and adaptable, comfortable navigating change and ambiguity
Benefits
- Competitive salary
- Car allowance
- Private Medical Insurance
- Pension scheme, Life insurance and Income Protection
- 25 days holiday plus Bank Holidays
- Employee Assistance Programme
- Employee Discounts
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