Customer Experience Manager

About the role

The Customer Experience Manager will lead initiatives that enhance the overall customer journey, satisfaction, engagement and loyalty across all touchpoints. You will translate customer insights into actionable improvements that drive consistent, positive experiences.

Key responsibilities

• Review and map customer journeys to identify pain points across digital platforms, service channels and sales processes.
• Collect and analyse feedback from surveys, reviews, support interactions, complaints and interviews.
• Develop and implement recommendations to improve satisfaction, convenience and service quality.
• Define, track and report on experience metrics such as CSAT, NPS, CES, retention and engagement.
• Create standards, guidelines, journey maps and feedback processes to support continuous improvement.
• Collaborate with customer service, sales, marketing, product, operations and technology teams to embed customer needs into business processes.
• Facilitate workshops, improvement projects and cross‑functional initiatives focused on customer outcomes.

Required profile

• Customer‑focused, analytical and empathetic.
• Organised with the ability to turn feedback into practical business changes.
• Strong leadership, communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to shape the customer experience strategy of a growing organisation.
• Collaborative environment with cross‑functional teams.