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For Companies At a Glance
- Tasks: Lead the customer journey, ensuring top-notch onboarding and support.
- Company: Join a fast-growing tech company making a global impact.
- Benefits: Enjoy hybrid work, 25 days holiday, health insurance, and team lunches.
- Why this job: Be part of a collaborative culture that values your input and growth.
- Qualifications: Experience in customer experience or operations in tech is essential.
- Other info: This role offers hands-on leadership with cross-functional influence.
The predicted salary is between 36000 - 60000 £ per year.
Contract: Full-Time
Location: Warwick, UK, hybrid 1-2 days in office
About the Role:
We’re looking for a strategic and customer-focused leader to join our management team as Customer Experience Manager. This new role will take ownership of the full customer journey – from onboarding and support, to training and long-term success – helping us improve how customers learn, adapt, and get real value from our product.
You’ll lead our Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop our customer education approach, and ensure that customer insights are driving continuous improvement across the business.
This is a hands-on leadership role with influence across product, engineering, marketing, and commercial – and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.
Key Responsibilities:
- Lead and support our Customer Service and Product Training Managers
- Foster a strong team culture with clear goals, collaboration, and accountability
- Champion professional development and operational excellence
- Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.
Customer Journey & Enablement
- Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support
- Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our product
- Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.
- Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction
- Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.
Continuous Improvement & Strategic Impact
- Identify and address recurring customer issues through long-term and scalable solutions
- Collaborate cross-functionally to drive process improvements that enhance customer outcomes.
Metrics & Reporting
- Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact
- Monitor CSAT survey responses and resolution time metrics
- Use data to inform priorities and track the success of CX initiatives.
What we are looking for:
- Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
- Strong team leadership and stakeholder management skills
- Customer-first mindset with a bias for action and improvement
- Analytical and data-informed approach to decision-making
- Experience working cross-functionally with product, engineering, and marketing
- Bonus: exposure to Agile, Lean, or continuous improvement methodologies.
Why Join Us?
- Work in a fast-growing, innovative tech company making a global impact
- Hybrid working arrangements (2 days/week in our Warwick office)
- Close collaboration with senior leadership
- 25 days annual holiday + 8 public bank holidays
- Pension plan
- Health insurance
- 24/7 Employee Assistance Programme (EAP)
- Company share scheme
- Free on-site car parking
- Monthly ‘Moasure Munch’ team lunches
- A supportive and collaborative culture with opportunities to develop and grow.
If you believe you meet our criteria and are excited about joining our dynamic team, we want to hear from you! Please submit your application with a CV to .
Please note: We cannot offer visa sponsorship.
We do not accept speculative CVs from recruitment agencies.
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Customer Experience Manager employer: Moasure
Contact Detail:
Moasure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience management, especially in tech environments. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to our mission at StudySmarter.
✨Tip Number 2
Network with professionals in the customer experience field, particularly those who have experience in technology or product-led companies. Engaging with industry peers can provide insights and potentially valuable connections that may help you stand out during the hiring process.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer journeys in previous roles. Highlighting your analytical approach and data-driven decisions will resonate well with us, as we value a metrics-focused mindset in this position.
✨Tip Number 4
Showcase your leadership style and how you foster team culture in your previous roles. We’re looking for someone who can inspire and develop their team, so be ready to share your strategies for building collaboration and accountability.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience, customer success, or operations. Use specific examples that demonstrate your leadership skills and ability to drive customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-first mindset and analytical approach. Mention how your previous experiences align with the responsibilities of the Customer Experience Manager role and express your enthusiasm for the position.
Highlight Cross-Functional Collaboration: In your application, emphasise any experience you have working cross-functionally with teams such as product, engineering, and marketing. This will show your ability to represent customer needs across different departments.
Showcase Continuous Improvement Initiatives: Include examples of how you've identified and addressed recurring customer issues in past roles. Highlight any methodologies like Agile or Lean that you've used to implement scalable solutions.
How to prepare for a job interview at Moasure
✨Understand the Customer Journey
Make sure you have a solid grasp of the entire customer journey, from onboarding to long-term success. Be prepared to discuss how you would optimise each stage and share examples of how you've improved customer experiences in previous roles.
✨Showcase Leadership Skills
As a Customer Experience Manager, you'll be leading teams. Highlight your leadership style and provide examples of how you've fostered team culture, set clear goals, and championed professional development in past positions.
✨Emphasise Data-Driven Decision Making
Demonstrate your analytical skills by discussing how you've used data to inform decisions in customer experience. Be ready to talk about specific metrics you've tracked, such as NPS or CSAT, and how you've leveraged this data to drive improvements.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various departments. Prepare examples of how you've successfully collaborated with product, engineering, and marketing teams to solve customer problems and enhance overall customer satisfaction.
