At a Glance
- Tasks: Lead customer experience strategy and drive improvements through data insights.
- Company: Join Ayvens, a leader in sustainable mobility solutions.
- Benefits: Competitive salary, pension scheme, health insurance, and generous leave.
- Other info: Be part of a diverse team committed to innovation and sustainability.
- Why this job: Make a real impact on customer satisfaction and loyalty in a dynamic environment.
- Qualifications: Experience in customer insight tools and strong analytical skills required.
The predicted salary is between 50000 - 60000 £ per year.
At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. 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 currently seeking a CX Manager to join the team, reporting to the Head of Customer Success in this 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 segments.
- 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.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology‑enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that is diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.
Customer Experience Manager in Bristol employer: Ayvens
At Ayvens, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions innovation and customer-centricity. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for personal development, all while enjoying competitive benefits such as a generous pension scheme, private medical insurance, and a supportive work-life balance. Located in a dynamic environment, we empower our team to lead the charge in sustainable mobility, ensuring that every member feels valued and inspired to contribute to our mission.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ayvens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ayvens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ayvens:Your cover letter is your chance to shine! Tell us why you want to work at Ayvens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ayvens!
How to prepare for a job interview at Ayvens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
