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- Tasks: Lead customer experience projects and turn insights into actionable improvements.
- Company: Join a forward-thinking company focused on enhancing customer experiences.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer journeys and driving change.
- Qualifications: Experience in customer experience roles and strong analytical skills required.
- Other info: Dynamic team environment with a focus on innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Experience (CX) Manager supports GRIDSERVE’s customer experience strategy by uncovering customer pain points, turning insight into action, and leading cross-functional improvements. The role blends customer insight, operational partnership, governance, and project delivery, working closely with the Head of CX and the Experience Designer to embed customer-first thinking across the business.
MAIN RESPONSIBILITIES
- Customer Insight & Analysis: Analyse customer data, feedback, journey performance and operational trends to identify friction and opportunities. Translate insight into clear, actionable recommendations that support prioritisation and decision-making.
- Operational Feedback Loops & Root Cause Analysis: Build structured feedback loops with Customer Service, Operations and frontline teams. Lead root cause analysis to break down recurring issues and support operational fixes. Maintain a central log of pain points, owners and progress.
- CX Improvement Projects: Lead cross-functional CX improvement projects from discovery to delivery. Work with Customer Service, Ops, Product, Digital and Marketing to embed improvements. Partner with the Experience Designer to align work with UX and service design practices.
- CX Governance & Standards: Support development and adoption of CX standards and customer-first frameworks. Help ensure consistency and quality across digital and operational journeys.
- Change Adoption & Influence: Influence teams to adopt improvements using insight and evidence. Support workshops and discussions that promote customer-first thinking.
- Voice of the Customer & Reporting: Produce regular customer insight reports. Track key CX metrics such as CSAT, NPS and case drivers.
- Research & Commercial Understanding: Stay up to date on customer experience trends and technologies. Assess commercial impact of behaviours and support business cases.
PERSON SPECIFICATION
Required Experience: Experience in customer experience, operations, or insight roles. Experience leading cross-functional projects. Experience using VoC methodologies and tools, including NPS and CSAT. Experience working with CRM systems and/or customer journey mapping. Experience conducting structured root cause analysis. Experience in EV, retail, or related sectors.
Required Skills and Abilities: Strong analytical and problem-solving skills. Ability to influence stakeholders and support change. Strong communication and storytelling skills. Confidence working across functions and disciplines. Understanding of service design principles. Exposure to commercial modelling or development of business cases.
Desirable Qualifications and Certifications: Customer experience, service design or human-centred design certification (e.g. CCXP, Service Design, Design Thinking). Customer insight, UX research, product management or digital transformation certification. Process improvement or analytics certification (e.g. Lean Six Sigma, Agile/Scrum, data/BI tools).
Customer Experience Manager in City of London employer: GRIDSERVE
Contact Detail:
GRIDSERVE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer experience strategies. Be ready to discuss how your skills can help them improve their CX and tackle those pain points head-on.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to drive decisions in past roles. This will demonstrate your ability to turn insights into actionable recommendations, just like they need.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.
We think you need these skills to ace Customer Experience Manager in City of London
Some tips for your application 🫡
Show Your Customer-Centric Side: When you're writing your application, make sure to highlight your experience in customer experience roles. We want to see how you've tackled customer pain points and turned insights into action. Use specific examples that showcase your analytical skills and problem-solving abilities.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Make it easy for us to see your relevant experience and how it aligns with the role of Customer Experience Manager.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific responsibilities and skills mentioned in the job description. Show us how your background fits perfectly with what we’re looking for at StudySmarter.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at GRIDSERVE
✨Know Your Customer Insights
Before the interview, dive deep into customer experience trends and insights relevant to the role. Be prepared to discuss how you've previously analysed customer data and turned insights into actionable recommendations. This shows you understand the importance of data in driving customer-first strategies.
✨Showcase Your Project Management Skills
Highlight your experience leading cross-functional projects. Bring examples of how you've collaborated with different teams to implement improvements. Discuss specific challenges you faced and how you overcame them, as this demonstrates your problem-solving abilities and operational partnership skills.
✨Prepare for Root Cause Analysis Questions
Expect questions about your approach to root cause analysis. Be ready to explain how you've built feedback loops and tackled recurring issues in past roles. Use concrete examples to illustrate your analytical skills and your ability to influence change across teams.
✨Communicate with Confidence
Strong communication is key for a Customer Experience Manager. Practice articulating your thoughts clearly and confidently. Use storytelling techniques to convey your experiences and insights, making sure to connect them back to how they can benefit the company’s customer experience strategy.
