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For Companies At a Glance
- Tasks: Analyse customer data and lead cross-functional projects to enhance customer experience.
- Company: Join a forward-thinking company dedicated to putting customers first.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by improving customer journeys and influencing 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.
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
- Track key CX metrics such as CSAT, NPS and case drivers.
- 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 London employer: GRIDSERVE
Contact Detail:
GRIDSERVE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in 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 a Customer Experience Manager role.
✨Tip Number 2
Show off your skills in interviews! Prepare examples of how you've used customer insights to drive change or improve processes. We want to see your analytical and problem-solving skills in action!
✨Tip Number 3
Don’t just apply anywhere—apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
✨Tip Number 4
Stay updated on CX trends! Read up on the latest in customer experience and be ready to discuss how you can bring fresh ideas to the table. It shows you're passionate and proactive!
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience and cross-functional projects. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, be sure to mention any experience you have with customer insights, NPS, or CSAT metrics. We love candidates who can turn data into actionable recommendations, so give us examples of how you've done this before.
Demonstrate Your Communication Skills: Strong communication is key for this position. Use your application to tell a story about your past experiences and how you've influenced teams or led workshops. We want to see your ability to engage and inspire others through your writing!
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 the StudySmarter team!
How to prepare for a job interview at GRIDSERVE
✨Know Your Customer Insights
Before the interview, dive deep into customer experience metrics like CSAT and NPS. Be ready to discuss how you've used these insights in past roles to drive improvements. This shows you understand the importance of data in shaping customer journeys.
✨Showcase Your Project Leadership
Prepare examples of cross-functional projects you've led. Highlight your role in driving these initiatives from discovery to delivery, and how you collaborated with teams like Customer Service and Marketing. This will demonstrate your ability to influence and lead change.
✨Master the Art of Storytelling
Practice articulating your experiences in a compelling way. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your problem-solving skills and analytical thinking effectively.
✨Stay Current on CX Trends
Research the latest trends in customer experience and service design. Be prepared to discuss how these trends could impact the company and suggest innovative ideas. This shows your passion for the field and your proactive approach to continuous improvement.
