Customer Experience Lead

More and more people are choosing to learn English. When they do, they become part of an international community of English language learners. We are proud to be at that community's heart. Our learning materials are trusted by millions of teachers, educational institutions, parents, and learners worldwide. They can teach and learn on their own terms, make progress, and achieve their goals. Together, we move English language learning forward.

Oxford English Assessment is seeking an experienced Customer Experience Lead to transform the end‑to‑end journey for test takers, Test Centres, and Recognising Institutions. This senior role will help shape a customer‑centred culture and define a unified CX strategy across the organisation. Working closely with leaders in Product & Innovation, Global Operations, and Sales & Marketing, you will identify pain points, support innovation, and define a clear customer promise.

You will build lasting CX capability by developing scalable frameworks, governance models, and standards that embed customer‑focused thinking into product development, operations, technology, and commercial strategy. Key responsibilities include:

• Mapping the full customer journey
• Establishing insight and feedback loops
• Driving cross‑functional improvements
• Influencing third‑party platform experience
• Ensuring the voice of the customer informs strategic decisions
• Defining CX principles
• Developing toolkits and playbooks
• Shaping metrics, KPIs, and reporting frameworks that track and strengthen customer experience across the division

This is a 12-month fixed term contract. We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

Proven leadership experience in customer experience, service design, or customer journey optimisation, ideally in an education, edtech, or B2C/B2B2C environment. Strong cross-functional working skills - able to engage colleagues in Product, Ops, Marketing, Sales, and Tech. Demonstrated ability to translate customer insight into clear improvement requirements, working with Process Design, Product and Technology teams to implement them at scale. Excellent communication and stakeholder management skills. Experience managing customer journeys across multiple platforms or suppliers. Strategic thinker with a practical bias for action. Experience working with third-party platforms or within a matrixed delivery model. Familiarity with digital assessment or high-stakes testing environments is desirable. Service design or CX certification a plus.

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. This role comes with the added benefit of private medical insurance and a management bonus.