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For Companies At a Glance
- Tasks: Lead customer experience initiatives and transform insights into actionable strategies.
- Company: Join SquareTrade, a leader in device protection with a customer-first approach.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on customer loyalty and shape the future of service.
- Qualifications: 5+ years in customer experience roles with strong analytical skills.
- Other info: Be part of a dynamic team dedicated to changing the insurance landscape.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan. We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.
Job Description
As our Customer Experience Manager for Europe, you will own how we measure, understand, and articulate our end‑to‑end customer experience. You will design and run customer insight and Voice of the Customer (VoC) frameworks, translating insight into clear root causes and actionable recommendations that influence change across the business.
A key focus of the role is delivering insight that supports customer loyalty, retention, and Customer Lifetime Value (CLV), working closely with the wider CX team to ensure insight directly informs prioritisation and improvement activity.
- Insight, Strategy & Measurement
- Own and evolve customer listening and VoC frameworks across all digital, operational, and partner touchpoints.
- Lead root cause analysis (RCA) on customer feedback, complaints, and operational data to identify drivers of friction, churn, and loyalty.
- Produce clear, prioritised insight linking customer experience to outcomes such as NPS, CSAT, complaints, retention, and CLV.
- Measure and analyse end‑to‑end customer journeys to highlight high‑impact improvement opportunities.
- Influence, Storytelling & Decision Support
- Translate complex data into compelling customer stories that influence senior stakeholders and decision‑making.
- Provide customer insight to support business cases, roadmap prioritisation, and retention or loyalty initiatives.
- Act as a strong customer advocate in cross‑functional forums.
- Cross‑Functional Partnership & Culture Building
- Partner closely with the Customer Improvements Manager to ensure insight drives action and benefits are measured.
- Work with internal teams and external partners to align on customer performance and improvement priorities.
- Support the development of a customer.
Qualifications
- Technical Experience
- Strong experience leading RCA using customer feedback, VoC data, complaints, and operational metrics.
- Proven ability to interpret and synthesise quantitative and qualitative data (e.g. NPS, CSAT, churn, complaints).
- Experience linking customer insight to commercial outcomes such as retention, loyalty, and CLV.
- Customer Experience
- 5+ years’ experience in Customer Experience, Customer Insights, VoC, or customer‑led analytical roles.
- Demonstrated success driving customer experience change through insight, leading to improvements in NPS, CSAT, retention, loyalty, or complaints.
- Experience working with customer journeys, insight frameworks, or experience measurement models.
- Exposure to multi‑territory or partner‑led environments is an advantage.
- Skills
- Strong analytical and problem‑solving capability.
- Excellent communication and storytelling skills.
- Confident stakeholder management and influencing ability.
- Commercial awareness and customer‑centric mindset.
Education
Bachelor's degree in a related field is required.
Additional Information
We work in a hybrid model: 3 days in the office, 2 days from home. All your information will be kept confidential according to EEO guidelines. The Team: is an Equal Opportunity Employer.
Manager – Customer Experience in London employer: SquareTrade Europe
Contact Detail:
SquareTrade Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager – Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at SquareTrade. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by diving deep into customer experience trends. Show us you know your stuff and can bring fresh ideas to the table. We love candidates who can think outside the box!
✨Tip Number 3
Practice your storytelling skills! We want to hear how you can turn data into compelling narratives that resonate with stakeholders. Make sure you can articulate your insights clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team.
We think you need these skills to ace Manager – Customer Experience in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer insights and how you've driven change in previous roles. We want to see how you can bring your unique skills to our team!
Showcase Your Analytical Skills: Since this role involves a lot of data interpretation, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data to influence decisions or improve customer experiences. We love numbers that tell a story!
Be a Storyteller: When writing your application, think about how you can weave a narrative around your experiences. Use compelling language to describe your achievements and how they relate to enhancing customer loyalty and retention. We’re all about transforming insights into impactful stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at SquareTrade!
How to prepare for a job interview at SquareTrade Europe
✨Know Your Customer Experience Metrics
Before the interview, brush up on key customer experience metrics like NPS and CSAT. Be ready to discuss how these metrics can influence customer loyalty and retention, as this role is all about understanding and improving the customer journey.
✨Prepare Your Storytelling Skills
Since you'll need to translate complex data into compelling narratives, think of examples where you've successfully communicated insights to stakeholders. Practise telling these stories in a way that highlights your impact on customer experience improvements.
✨Understand Root Cause Analysis
Familiarise yourself with root cause analysis techniques. Be prepared to discuss how you've used customer feedback and operational data to identify issues and drive change. This will show your analytical skills and problem-solving capabilities.
✨Showcase Cross-Functional Collaboration
Think of instances where you've worked with different teams to enhance customer experience. Highlight your ability to partner with others and drive action based on insights, as collaboration is key in this role.
