Customer Experience Manager

Job Description

Customer Experience Manager

Full Time

Derby

What you will be doing:

An exciting opportunity has arisen for an experienced Customer Experience Manager

to join our team.

In this role you will lead the coordination improvement and strategic growth of the Rolls-Royce Customer Learning Programme a flagship initiative supporting global customer engagement and delivering on key contractual obligations.

This role will ensure delivery of 25 customer learning courses annually in partnership with Derby Business School while also developing a new Leader of Leaders course with an elite academic partner such as Cambridge or Oxford.

In this role will also oversee high-profile customer experience activities for Civil Aerospace VIP customers. This includes premium events bespoke CEO-level airline interactions and on-site experiences at our Derby site including the Technology Zone Heritage Zone and Customer Suite.

Responsibilities:

In this role you will:

• Programme Ownership: Lead the planning execution and review of the Customer Learning Programme ensuring delivery excellence and strong collaboration with internal teams academic partners and customers.
• Event Management: Accountable for the overall delivery of each customer learning programme; coordinating activity across the Rolls-Royce Customer Customer Team and UoD.
• Strategic Development: Identify opportunities to grow and evolve the programme. Design and deliver a new premium learning offer for senior customer stakeholders in collaboration with top-tier institutions.
• Customer Liaison: Act as the single point of contact for the Rolls-Royce Customers Team and external client teams maintaining the prestige of the programme and safeguarding relationships.
• Continuous Improvement: Take an objective view of programme performance identify areas for enhancement and implement improvements in content format and experience.
• Team Oversight: Provide direction and oversight to the Customer Learning Event Officer and the UoD Programme Managers ensuring seamless on-the-ground execution.
• Own events: Lead the planning and delivery of Civil Aerospace events ensuring agendas and experiences reflect customer priorities and Rolls-Royces strategic positioning.
• Lead V VIP Civil Aerospace experiences: Plan and deliver exclusive events for senior airline executives including hosting in the Customer Suite and delivering high-quality tours of facilities.
• Work with Marketing & Comms: Partner with marketing content and communications teams to ensure all customer-facing experiences reinforce our brand tell our story effectively and create lasting impact.
• Internal Engagement: Manage senior internal stakeholders across Civil Aerospace the Events Team and the wider business to ensure alignment and delivery.

Why Rolls-Royce

Work with us and well welcome you into a culture of caring and belonging where you can be yourself. We will listen first embrace feedback and act with integrity. We will invest in your continuous learning and development and make sure you have access to a wide breadth and depth of opportunities to grow your career and make a difference.

We offer excellent development a competitive salary and exceptional benefits. These include bonus employee support assistance and employee discounts.

Hybrid working is a way in which our people can balance their time between the office home or another remote location. Its a locally managed and flexed informal discretionary arrangement. As a minimum were all expected to attend the workplace for collaboration and other specific reasons on average three days per week. Discover more on our GBS Service Portal about hybrid working.

Who were looking for:

Being a part of Rolls-Royce youll know we embrace agility are bold pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.

To be successful in this role you will need to meet the following criteria:

• Minimum 5 years experience in events or customer experience.
• Proven experience in project or programme management within a global customer-facing environment.
• Strong stakeholder management and communication skills.
• Excellent organisational planning and coordination capabilities.
• Experience managing complex logistics and delivering high-profile programmes or events.
• Strategic mindset and ability to influence cross-functional teams.

Desirable

• Familiarity with leadership or professional development programmes.
• Knowledge of customer dynamics in China the Middle East and Africa.
• Background in Learning programmes.

Join us & help Rolls-Royce to become a high-performing competitive resilient business.

Please be aware that the priority will be given to employees identified as being at high risk.

The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to be Level C.

This job is advertised at the grades shown and this is the desired operating level for this role.

We encourage applications from candidates with relevant experience from any grade.

It is advised that you inform your current manager of your application for this role.

We are an equal opportunities employer. Were committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have the more successful well be. By building a culture of respect and appreciation we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy here.

Grade: Level C

Closing Date: Midnight 6th September 2025

For further information please contact: Lucy Scrannage

Recruiter: Aaron Thoresen-Davidson

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