Manager – Customer Experience Journey & Innovation in London

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.

As the Customer Experience Manager – Journey & Innovation, you will own the evolution of our customer experience, not only fixing what is broken, but designing and delivering the future experience that drives customer loyalty, retention, & long‑term value. Working in close partnership with the Customer Insights Manager, you will translate insight into delivered change, lead customer‑led innovation, and own the end‑to‑end customer journeys for new products, services, and propositions from the earliest stages of design through to launch and in‑life optimisation. This role is accountable for ensuring CX is a growth lever, not just a quality function.

Job Responsibilities

• Customer Experience Transformation & Innovation
  • Lead customer‑led innovation initiatives that reimagine how customers experience our products and services.
  • Challenge existing experience models and identify opportunities to fundamentally improve, not just optimise, the customer journey.
  • Design future‑state experiences that balance customer simplicity, scalability, regulatory requirements, and commercial impact.
  • Run pilots and experiments to test new CX concepts and scale what works.
• Ownership of New Product & Service Journeys
  • Own the end‑to‑end customer journey design for all new products, services, and propositions.
  • Ensure customer experience is embedded from day one, not retrofitted post‑launch.
  • Partner with Product, Digital, Operations, Marketing, Compliance, and Partners to shape customer journeys, communications, service models, and support experiences.
  • Act as the customer authority in launch and go‑to‑market decisions.
• Cross‑Functional Partnership & Continuous Customer Improvements
  • Translate customer insight and RCA outputs into clear improvement and transformation initiatives.
  • Own delivery of priority CX changes, working cross‑functionally to ensure execution, through our Customer Improvement Plan.
  • Proactively challenge delivery plans where customer or loyalty impact is at risk.
• Loyalty, Retention & Commercial Value
  • Explicitly connect CX initiatives to customer loyalty, retention, and lifetime value.
  • Design experiences that encourage renewal, engagement, trust, and advocacy.
  • Partner with teams to understand the value impact of CX changes.
  • Help position CX as a driver of sustainable commercial performance, not just satisfaction metrics.

Qualifications

• Bachelor's degree in a related field is required.
• Proven experience leading CX change, journey transformation, or CX innovation in a complex organisation.
• Track record of owning or shaping end‑to‑end journeys, including for new products, services, or propositions.
• Experience turning customer insight into delivered improvements, not just recommendations or frameworks.
• Comfortable working across multiple functions to land change.
• Experience operating in regulated, operational, or service‑heavy environments is desirable.
• Demonstrated ability to balance customer needs, operational feasibility, and commercial outcomes.
• CX Change & Innovation: Ability to re‑imagine customer experiences and lead step‑change improvements.
• Journey Design: Strong capability in customer journey design, optimisation, and service design across touchpoints.
• Insight‑to‑Action Translation: Able to take insight and translate them into clear, prioritised initiatives.
• Commercial Mindset: Strong understanding of how CX drives loyalty, retention, trust, and long‑term value.
• Stakeholder Influence: Confident influencing and challenging senior stakeholders without formal authority.

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.