Customer Experience Manager

The Customer Success function provides support to all customer facing teams by providing the framework, assessment method and insight to ensure that we deliver high quality customer interactions ensuring we continually strive for improvement.

We are current seeking a CX Manager to join the team, reporting to the Head of Customer Success this is an exciting opportunity as we continue to re-shape our organisation

Purpose

• Lead the organisation’s customer insight and experience strategy to improve customer outcomes, satisfaction, and loyalty

• Act as the voice of the customer, embedding customer-centric thinking across journeys, processes and decision-making

• Drive continuous improvement through data-led insight, ensuring alignment with Consumer Duty and regulatory expectations

Key Accountabilities

Voice of Customer (VoC) & Insight Management

• Own and develop the organisation’s Voice of Customer framework

• Design and manage customer feedback mechanisms including NPS, CSAT, CES, OSAT, surveys, complaints insight and digital feedback

• Analyse customer data (quantitative and qualitative) to identify trends, pain points, root causes and sentiment

• Produce insight reports and present findings to drive business improvements and strategic decisions

• Translate insight into actionable recommendations that improve customer and business outcomes

Customer Journey & Experience Improvement

• Map and analyse end-to-end customer journeys across all channels

• Identify friction, failure demand, service gaps and customer effort

• Lead and support initiatives to improve customer outcomes, retention, trust and operational efficiency

• Partner cross-functionally to embed customer-centric and inclusive design principles into products and processes

• Ensure journeys are accessible and inclusive for all customer segment

Consumer Duty & Vulnerable Customers

• Support compliance with FCA Consumer Duty requirements and good customer outcomes

• Embed vulnerable customer considerations into journey design, communications and decision-making

• Analyse feedback and complaints through a Consumer Duty lens to identify risks of harm or customer detriment

• Support fair value, accessibility and customer understanding assessments

Reporting & Governance

• Develop dashboards, reporting packs and insight papers on customer performance

• Define and track KPIs such as NPS, complaint trends and customer effort

• Provide data-driven recommendations to senior stakeholders and governance forums

• Track improvement initiatives through to measurable outcomes

Stakeholder Management & Influence

• Build strong relationships across operational, digital, compliance, risk and product teams

• Influence stakeholders using data, insight and customer storytelling

• Facilitate workshops, journey reviews and improvement sessions

• Act as a customer advocate across change programmes and transformation initiatives

Culture & Capability

• Promote a customer-first culture across the organisation

• Support colleagues in understanding customer needs and behaviours

• Embed empathy, accessibility and inclusive service principles

• Contribute to CX training, coaching and awareness activity

Skills, Experience & Background

Technical Capabilities

• Strong experience with customer insight tools and methodologies (NPS, CSAT, CES)

• Data analysis and reporting capability across multiple sources

• Customer journey mapping and service design understanding

• Experience with insight tools such as surveys, complaints analysis, and analytics platforms

Desired Previous Experience

• Experience in Customer Experience, Insight, VoC or Service Improvement roles

• Proven track record of driving customer-led improvements

• Experience influencing senior stakeholders and working cross-functionally

• Understanding of vulnerable customers and inclusive service delivery

• Experience within regulated environments (financial services desirable)

Desirable Education and Technical Ability

• Degree or equivalent experience in Business, Marketing, Psychology or related field

• Knowledge of behavioural insight, customer psychology or service design

• Familiarity with Consumer Duty and FCA expectations

IT Applications

• Survey and VoC platforms (e.g., Satmetrix, Medallia, Qualtrics)

• Data visualisation tools (e.g., Power BI, Tableau)

• CRM and digital analytics platforms

• Microsoft Office (Excel, PowerPoint, Word

What we can offer

Rewards & Financial Benefits

Competitive pension scheme, Annual salary review and bonus scheme,

EV company car, Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000)

Retail discounts programme, GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

Private Medical Insurance, Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance.

Time Off & Work–Life Balance

25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days , Time allocated for personal development, Study support (where applicable).

Workplace & On‑Site Facilities

Free parking, EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified.

At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!