Customer Experience Manager

We are excited to offer you the opportunity to join our Marketing department as a Customer Experience Manager!

Reporting into the Director of Marketing the Customer Experience Manager is the internal voice of the customer advocating for their needs and expectations. This role collaborates cross-functionally to enhance the overall customer experience drive loyalty improve service delivery and strengthen brand awareness. 

In this role you will be responsible for:

• Working with stakeholders and the senior leadership team to define customer experience objectives.
• Lead initiatives and facilitate customer experience journey mapping workshops and research with our customers.
• Collaborate with teams and managers to identify initiatives that improve customer journeys eliminate pain points and improve brand perception. 
• Leveraging research and insights to design and implement customer experience strategies that are aligned with Worcester Boschs values and business goals. 
• Serving as the voice of the customer internally ensuring customer insights and feedback are integrated into decision-making processes across departments. 
• Manage and analyse customer feedback across multiple channels and touchpoints to identify areas for improvement. 
• Monitor and report on customer experience KPIs and present insights and trends to senior management. 
• Design and deliver customer experience training to engage CX champions. 
• Be the NPS touchpoint owner for Worcester Bosch.  
• Staying current on industry trends techniques and competitor customer experience strategies to maintain a competitive edge. 

Interested Upload your CV today!

Qualifications :

Skills & Attributes:

• Proven experience in Customer Experience with a high level of empathy.  
• Strong understanding of customer journey mapping and experience design principles. 
• Proficiency with CRM systems and customer feedback platforms. 
• Experience in driving customer-centric culture. 
• Excellent communication networking and relationship building skills. 
• Comfortable driving change. 
• Analytical mindset with ability to interpret data and generate actionable insights. 
• Strong organisational and project management skills. 
• Knowledge of the heating or home appliance industry is a plus but not mandatory. 

Additional Information :

Deadline for Applications: 13.11.2025.

Please note we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.

Working Hours:

• 39 hours per week standard working pattern of 08:00 17:00 Monday to Thursday and 08:00 16:00 Friday with a 1-hour lunchbreak

Working with us comes with the following benefits:

• Hybrid working options available
• 25 days annual leave per year plus bank holidays additional service days accrued after 5 years
• Eligibility for our Company Performance Bonus (up to 2000 gross per annum)
• Enhanced pension contributions
• Access to the Perkbox and My Benefits platforms giving access to discounts group income protection and death in service benefits
• Employee Assistance Programme and Virtual GP
• Discounts on products from across the Bosch Group
• Subsidised onsite café and canteen
• Health & wellbeing support including: over 200 trained mental health first aid champions free of charge employee assistance programme and after 2 years service you gain eligibility for funding up to 150 per annum to support your personal wellbeing
• Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
• Volunteering days
• Cycle to work scheme with discounts on push-bikes e-bikes and accessories
• Policy to support growing families
• Access to self-service training platform containing over 200 Bosch approved programmes
• Networking opportunities across Bosch UK including a mentoring programme

And more!

Remote Work :

No

Employment Type :

Full-time