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For Companies At a Glance
- Tasks: Lead teams to enhance customer experiences and drive data-led insights.
- Company: Dynamic company focused on transforming customer experience.
- Benefits: Generous holiday, hybrid working, and wellbeing support.
- Why this job: Make a real impact on customer satisfaction and team performance.
- Qualifications: Experience in customer service management and data analysis.
- Other info: Join a supportive culture with opportunities for growth.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Experience Manager will lead three critical teams - Quality Assurance, Customer Services and Requalification - to ensure exceptional customer experiences, data‑led insight and commercial quality standards across all B2B and B2C products. This is a strategic transformation role. You will be responsible for evolving MVF’s QA function from traditional call review to an insight‑driven performance discipline, integrating speech analytics, the Quality Performance Scorecard (QPS), and commercial dashboards to influence advisor behaviour, process design, and channel outcomes.
You’ll build a new analytical capability within the QA team, ensuring that data from Callminer, CRM and feedback systems drives continuous improvement across the business. Alongside this, you will manage the Customer Services and Requalification teams — focusing on creating proactive feedback loops, reducing disputes and improving customer and client satisfaction.
What we’re offering you:
- Summer Fridays
- Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
- Hybrid working - 3 days a week in the office
- Closed for Christmas holidays - Extra days not taken from your annual holiday allowance.
- Work from anywhere for 2 weeks a year
- Life Assurance and Income Protection to protect your loved ones
- Benefits allowance for health, dental, and vision coverage
- Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same‑sex and adoptive parents
- Defined Contribution Pension and Salary Sacrifice Scheme
- Be Well: Our award‑winning wellbeing and mental health programme to support all MVFers and their families
- Family Forward support for our MVF parents and their mini‑mes
- 2 charity days a year
- Free breakfast when in the office
Key Responsibilities
Quality
Customer Experience Manager employer: MVF
Contact Detail:
MVF Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at MVF. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by researching MVF’s values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with our mission to enhance customer experiences.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to let your passion for customer experience show!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer experience shine through. We want to see how much you care about creating exceptional experiences for customers and how that aligns with our mission at StudySmarter.
Tailor Your Application: Make sure to customise your application to highlight relevant skills and experiences that match the Customer Experience Manager role. We love seeing how your background fits into our vision, so don’t hold back on those specifics!
Be Data-Driven: Since this role involves a lot of data analysis, include examples of how you've used data to drive decisions in your previous roles. We’re all about insights at StudySmarter, so show us how you can bring that analytical mindset to the table.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to keep track of your application and ensures you get all the latest updates from us. Plus, it’s super easy!
How to prepare for a job interview at MVF
✨Know Your Customer Experience Metrics
Familiarise yourself with key metrics related to customer experience, such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). Be ready to discuss how you’ve used data to drive improvements in previous roles, as this will show your analytical capability and strategic mindset.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Highlight your experience in managing diverse teams like Quality Assurance and Customer Services, and be ready to discuss how you foster collaboration and drive performance through insight-driven strategies.
✨Demonstrate Your Problem-Solving Abilities
Think of specific challenges you've faced in customer experience roles and how you overcame them. Discuss your approach to creating proactive feedback loops and reducing disputes, as this aligns perfectly with the responsibilities of the role.
✨Engage with the Company’s Values
Research MVF’s values and culture, and be prepared to discuss how your personal values align with theirs. This could include your commitment to continuous improvement and customer satisfaction, which are crucial for a Customer Experience Manager.
