Manager – Customer Experience

As our Customer Experience Manager for Europe you will own how we measure understand and articulate our endtoend customer experience. You will design and run customer insight and Voice of the Customer (VoC) frameworks translating insight into clear root causes and actionable recommendations that influence change across the business. 

A key focus of the role is delivering insight that supports customer loyalty retention and Customer Lifetime Value (CLV) working closely with the wider CX team to ensure insight directly informs prioritisation and improvement activity. 

Insight Strategy & Measurement 

• Own and evolve customer listening and VoC frameworks across all digital operational and partner touchpoints. 

• Lead root cause analysis (RCA) on customer feedback complaints and operational data to identify drivers of friction churn and loyalty. 

• Produce clear prioritised insight linking customer experience to outcomes such as NPS CSAT complaints retention and CLV. 

• Measure and analyse endtoend customer journeys to highlight highimpact improvement opportunities. 

Influence Storytelling & Decision Support 

• Translate complex data into compelling customer stories that influence senior stakeholders and decisionmaking. 

• Provide customer insight to support business cases roadmap prioritisation and retention or loyalty initiatives. 

• Act as a strong customer advocate in crossfunctional forums. 

Cross-Functional Partnership & Culture Building 

• Partner closely with the Customer Improvements Manager to ensure insight drives action and benefits are measured. 

• Work with internal teams and external partners to align on customer performance and improvement priorities. 

• Support the development of a customer

Qualifications :

Technical Experience: 

• Strong experience leading RCA using customer feedback VoC data complaints and operational metrics. 

• Proven ability to interpret and synthesise quantitative and qualitative data (e.g. NPS CSAT churn complaints). 

• Experience linking customer insight to commercial outcomes such as retention loyalty and CLV. 

Customer Experience: 

• 5 years experience in Customer Experience Customer Insights VoC or customerled analytical roles. 

• Demonstrated success driving customer experience change through insight leading to improvements in NPS CSAT retention loyalty or complaints.  

• Experience working with customer journeys insight frameworks or experience measurement models. 

• Exposure to multiterritory or partnerled environments is an advantage. 

Skills: 

• Strong analytical and problemsolving capability 

• Excellent communication and storytelling skills 

• Confident stakeholder management and influencing ability 

• Commercial awareness and customercentric mindset 

Education: 

• Bachelors degree in a related field is required. 

Additional Information :

We work in a hybrid model: 3 days in the office 2 days from home. 

All your information will be kept confidential according to EEO guidelines.

The Team:   is an Equal Opportunity Employer 

Remote Work :

No

Employment Type :

Full-time