At a Glance
- Tasks: Lead the charge in creating a seamless digital customer experience for global travellers.
- Company: Join Orbit Mobile, a forward-thinking travel connectivity company.
- Benefits: Enjoy autonomy, ownership, and the chance to shape customer experiences globally.
- Other info: Opportunity to work cross-functionally and make a real impact.
- Why this job: Be at the forefront of AI and digital innovation in customer experience.
- Qualifications: Experience in digital customer experience and a passion for AI and automation.
The predicted salary is between 60000 - 80000 £ per year.
We’re looking for a hands-on Digital Customer Experience Manager to help build the future customer experience at Orbit Mobile. This is not a traditional contact centre management role. Customer support is part of the role, but the priority is to create a customer experience so simple, intuitive and proactive that customers need less support in the first place. You will own and improve the end-to-end customer journey across app, website, purchase, onboarding, activation, self-service, customer support, refunds, retention and repeat purchase. You will use data, AI, automation and customer insight to identify friction, improve conversion, reduce avoidable contacts and create a better experience for global travellers.
Key Responsibilities:
- Own the end-to-end digital customer journey across discovery, purchase, onboarding, activation, usage, support, refunds, retention and repeat purchase.
- Identify friction points across the app, website, support flows, customer communications and product journeys.
- Build a clear CX improvement roadmap based on customer data, customer feedback, commercial priorities and best practice from across industries.
- Help Orbit Mobile create a customer experience that is simple, proactive, personalised and low-touch.
- Improve funnel conversion by identifying where customers get confused, drop off, contact support, fail to activate or request refunds.
- Work with product, technology and marketing teams to make the customer journey clearer before customers need to contact support.
- Bring external CX best practice into Orbit Mobile and help us build one of the best digital customer experiences in travel connectivity.
AI, automation and self-service:
- Use AI, automation and self-service to reduce avoidable support demand and improve customer outcomes.
- Identify, test and implement AI or digital tools that improve customer operations and the wider customer journey.
- Improve how we use Freshdesk, Freddy AI and related tools today, while helping shape the future digital experience.
- Build or configure workflows, knowledge base journeys, agent prompts, ticket summaries, triage rules and customer-facing self-service improvements.
- Use AI to support smarter ticket routing, sentiment analysis, customer handoffs, agent guidance and root-cause detection.
- Create clear human escalation paths where AI should not handle the customer issue.
Data, insight and performance:
- Own key customer experience and support metrics, including CSAT, NPS, contact rate, first response time, resolution time, refund rate, repeat contact, activation failure, churn and repeat purchase.
- Use customer data daily to identify root causes, customer pain points, journey gaps and operational inefficiencies.
- Build insight from tickets, chats, app reviews, refund reasons, customer feedback, behavioural data and support trends.
- Build simple dashboards and reporting that show what is happening, why it is happening, what needs to change and what impact changes are having.
- Turn customer insight into clear actions for product, technology, marketing, commercial teams, BPO partners and leadership.
- Prioritise improvements based on customer impact, commercial value and speed of delivery.
- Track the impact of improvements on conversion, activation success, support demand, refunds, retention and repeat purchase.
Customer operations and outsourced support:
- Manage the performance of our outsourced support team across ticket handling, live chat, email and other support channels.
- Improve BPO reporting, QA, escalation processes, incident visibility and agent knowledge.
- Build clear workflows, SOPs and knowledge base content that help agents resolve issues quickly and consistently.
- Ensure customers receive human, helpful and context-aware responses, not robotic or repetitive replies.
- Reduce repeat contacts by fixing root causes, not just improving response times.
- Create stronger feedback loops between outsourced support, internal teams and product decision-making.
Knowledge base and customer self-service:
- Build and maintain a strong knowledge base for customers, agents and AI tools.
- Audit existing help content and remove duplication, outdated guidance and confusing instructions.
- Create self-service journeys that help customers solve issues before they need human support.
- Continuously improve help content based on customer behaviour, ticket trends and product changes.
Cross-functional customer ownership:
- Act as the voice of the customer across Orbit Mobile.
- Work closely with product, technology, marketing, commercial, data and external partners to improve the full customer journey.
- Translate customer pain points into product requirements, journey improvements, operational changes and commercial opportunities.
- Support platform migration and future propositions by making sure new capabilities are designed around customer needs.
What We’re Looking For:
- Strong experience in digital customer experience, customer operations, customer journey or digital support roles.
- Proven experience using AI, automation or digital tools to improve customer operations or customer experience.
- Strong contact centre or support operations background, including outsourced or 24/7 support environments.
- Strong data and insight capability.
- Experience improving digital journeys across app, web, onboarding, self-service or customer support.
- Hands-on experience with Freshdesk, Zendesk, Intercom or similar customer platforms.
- Builder mindset.
- Ability to work cross-functionally with product, technology, marketing, commercial, data and outsourced teams.
- Strong communication skills, with the ability to turn data and customer insight into clear recommendations.
Why join Orbit Mobile?
Orbit Mobile is building a new kind of travel connectivity business. We are moving beyond traditional roaming and building a smarter, more personalised customer experience for global travellers. This is a rare opportunity to shape the customer experience from the ground up. You will have ownership, autonomy and the chance to build something that can scale globally.
Customer Experience Manager in Chester employer: Orbit Mobile Travel eSIM
At Orbit Mobile, we pride ourselves on fostering a dynamic and innovative work culture that empowers our employees to take ownership of their roles. As a Customer Experience Manager, you will have the unique opportunity to shape the future of customer interactions in the travel connectivity sector, utilising cutting-edge AI and digital tools. With a strong focus on employee growth, collaboration across teams, and a commitment to creating a seamless customer journey, Orbit Mobile is an excellent employer for those looking to make a meaningful impact in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbit Mobile Travel eSIM. 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 Orbit Mobile Travel eSIM 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 Manager in Chester
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 Orbit Mobile Travel eSIM:Your cover letter is your chance to shine! Tell us why you want to work at Orbit Mobile Travel eSIM 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 Orbit Mobile Travel eSIM!
How to prepare for a job interview at Orbit Mobile Travel eSIM
✨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.
