At a Glance
- Tasks: Lead strategic improvements in customer experience across online brands and drive measurable change.
- Company: Join a leading online gaming company focused on innovation and responsible gaming.
- Benefits: Enjoy competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on mentorship and career development.
- Why this job: Make a real impact by enhancing customer journeys and shaping the future of CX.
- Qualifications: 5-7 years in customer experience or digital roles, with strong analytical and strategic skills.
The predicted salary is between 59576 - 70089 £ per year.
Responsible for leading and delivering strategic customer experience improvements across defined business verticals within FDJ United's online brands, with a focus on translating insight and data into measurable CX change at scale. Acts as the strategic CX partner for assigned verticals, shaping vertical roadmaps, leading cross-functional delivery of priority initiatives, and embedding AI first thinking across CX execution. Ensures customer feedback, behavioural data, and automation drive improvements in satisfaction, retention, and conversion while promoting best practice and innovation across the CX function, with particular attention to Responsible Gaming principles and the constraints of operating within a highly regulated industry.
Experience, Knowledge & Skills
- 5-7 years in CX, strategy, or digital roles within fast paced or regulated environments (e.g. online gaming, fintech, telecoms).
- Proven track record of improving satisfaction, retention, or revenue through insight driven CX initiatives delivered within defined business areas or verticals.
- Strong understanding of customer research, insight synthesis, and how to apply customer data and behavioural analytics to prioritise and shape vertical roadmaps.
- Experience defining and tracking CX governance and reporting frameworks that drive action and accountability.
- Strong understanding of AI/automation use cases within CX and how to apply them to enhance journeys and internal processes.
- Experience working cross functionally with Product, Marketing, Operations, and Compliance to deliver complex CX change programmes.
- Good knowledge of journey mapping, CX measurement, and diagnostics at vertical or journey level.
- Understanding of regulated environments (e.g. UKGC, ARJEL, MGA) and their impact on feasible CX solutions, ideally including exposure to Responsible Gaming requirements (e.g. affordability, player protection, self exclusion) and how they shape end to end customer journeys.
Expected Behaviours
- Demonstrates ownership and accountability for CX performance and strategic delivery within assigned verticals, from problem identification through execution and optimisation.
- Applies a strategic view to data and storytelling to influence senior stakeholders, with active input into vertical CX strategy and broader CX vision.
- Balances customer needs with commercial and regulatory requirements, making clear trade offs and recommendations at the vertical level, including safeguarding vulnerable players and adhering to Responsible Gaming obligations.
- Acts as a trusted CX advisor for assigned verticals, operating as the go to strategic and operational partner for vertical stakeholders.
- Acts as a visible CX ambassador, embedding a CX first culture across assigned verticals and mentoring others in data driven decision making.
Key Responsibilities
- Own CX performance and strategic priorities for assigned business verticals, acting as the primary CX contact and strategic advisor for those areas.
- Define and maintain vertical CX roadmaps, translating company and brand strategy into clear CX priorities, trade offs, and phased delivery plans; ensure roadmaps are informed by customer insight, behavioural data, and regulatory requirements, with specific consideration of Responsible Gaming policies and controls.
- Lead cross functional journey mapping and experience diagnostics at vertical level; translate findings into funded, prioritised initiatives with clear business cases.
- Translate customer insight (quant and qual), behavioural data, and regulatory requirements into clear problem statements and actionable solutions, ensuring that complex regulatory and Responsible Gaming journeys (e.g. KYC, AML, affordability checks, time out/self exclusion flows) are designed to be as frictionless and transparent as possible.
- Take accountability for outcome metrics (e.g. CSAT, complaints, engagement, conversion) in owned verticals; set hypotheses, track performance, and course correct.
- Lead or co lead delivery of strategic CX initiatives within verticals, ensuring clear ownership, timelines, cross functional alignment, and benefit realisation.
- Contribute to prioritisation and governance forums for assigned verticals (e.g. roadmap committees, steering groups), recommending what to do now vs. later and influencing senior stakeholders.
- Collaborate with Analytics & Insight to define and track vertical CX KPIs; regularly report on performance, risks, and opportunities to senior stakeholders and vertical leadership.
- Drive AI and automation integration within CX processes and journeys within owned verticals-particularly where it enhances feedback analysis, customer personalisation, and operational efficiency, while remaining compliant with Responsible Gaming and broader regulatory expectations.
- Mentor and support the broader CX team to build capability in vertical CX delivery, insight synthesis, and data driven decision making.
- Act as a CX ambassador through internal engagement programmes (e.g. CX Central, Punters' Pulse), showcasing customer stories and vertical CX outcomes, including how Responsible Gaming and regulatory requirements are integrated into great customer experiences.
- Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
- Identify and raise any non compliance incidents promptly to your line manager.
- Challenge processes, policies and projects that will negatively impact compliance within the Group.
- Complete all mandatory compliance training assigned to you.
- Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.
Technical Skills
- Expertise in CX measurement, journey diagnostics, and analysis tools (e.g. Qualtrics, Medallia, GA, Hotjar).
- Experience using AI/automation (n8n, OpenAI, Make, Power Automate) to improve CX workflows and customer journeys (e.g. routing, tagging, summarisation, operational efficiency).
- Strong analytical ability - able to interpret multiple data sources (customer feedback, behavioural, operational) and synthesise into strategic insight that brings qualitative and quantitative data together.
- Strong knowledge of journey mapping, pain point analysis, and vertical level CX diagnostics.
- Understanding of regulated environments (e.g. UKGC, ARJEL, MGA) and how they shape feasible CX solutions, with the ability to design and refine complex regulatory and Responsible Gaming journeys in a customer centric way.
- High level of data literacy and ability to communicate insights to both operational and strategic audiences.
Soft Skills
- Exceptional storyteller - translates complex customer data, performance metrics, and business context into simple, actionable narratives for senior audiences and stakeholders.
- Inspires and mentors team members, fostering accountability, rigorous data driven thinking, and innovation in CX delivery.
- Strong stakeholder management - influences effectively across varied departments, product and service areas, and particularly vertical leadership.
- Operates autonomously, balancing strategic direction with hands on delivery and execution accountability.
- Pragmatic and collaborative; able to mediate between competing priorities and find workable solutions that balance customer, commercial, and regulatory needs.
- Curious, creative, and resilient under pressure; demonstrates strong commercial acumen and outcome focus.
Customer Experience Strategy Manager employer: Job Search Place Limited
FDJ United is an exceptional employer that prioritises a culture of innovation and collaboration, making it an ideal place for a Customer Experience Strategy Manager to thrive. With a strong commitment to employee growth, the company offers extensive training opportunities and encourages a data-driven approach to decision-making, all while ensuring compliance with Responsible Gaming principles in a dynamic and regulated environment. Located in a vibrant industry hub, FDJ United fosters a supportive atmosphere where employees can make a meaningful impact on customer satisfaction and retention.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Strategy Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Strategy Manager
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
