At a Glance
- Tasks: Lead customer experience transformation across the UK and Europe, turning insights into impactful change.
- Company: Join Ten Lifestyle Group, a global leader in travel and lifestyle concierge services.
- Benefits: Enjoy flexible work, competitive salary, generous leave, and exciting travel opportunities.
- Other info: Be part of a diverse team with excellent growth potential and recognition for your contributions.
- Why this job: Shape member journeys and drive innovation in a dynamic, inclusive environment.
- Qualifications: Experience in customer experience or transformation; strong problem-solving and stakeholder engagement skills.
The predicted salary is between 54005 - 66006 £ per year.
Are you passionate about customer experience and turning member insights into meaningful change?
This is a fantastic opportunity to shape the customer experience across the UK and Europe, working with senior leaders and cross-functional teams to improve member journeys and drive transformation across service, product, operations and digital solutions.
This role turns member insight into transformation across the UK and Europe.
You will shape the regional CX strategy, own the performance narrative and work with senior leaders and cross-functional teams to solve the issues that matter most to members.
As the CX lens across the end-to-end member journey, you will combine analytical problem-solving, governance and influence to improve experiences across service, proposition, product, platform and operations.
You will also identify where digital transformation, automation and AI-enabled solutions can simplify journeys and improve member and business outcomes.
Key responsibilities
- Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
- Lead the regional CX Council and governance rhythm, bringing the right evidence and stakeholders together to agree how priority member problems will be solved.
- Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
- Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
- Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
- Govern detractor and root-cause activity from evidence and diagnosis through corrective action, closure and impact measurement.
- Identify and shape opportunities for digital transformation and continuous improvement across the member journey, including appropriate use of automation and AI-enabled capabilities.
- Own CX governance and stakeholder engagement for a strategic global client account, aligning its priorities and member outcomes with the wider regional CX strategy.
- Build influential relationships across senior leadership, Product, Platform, Proposition, Service, Operations, Data and other partners to turn insight into sustained change.
Experience
- Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
- A track record of using insight to shape priorities and influence cross-functional change. A traditional CX career path is not required.
- Experience working with senior stakeholders in a complex, fast-moving or international environment.
- Experience of journey improvement, service design, digital change or continuous improvement is desirable.
- Client-facing experience is desirable, but strong internal stakeholder leadership and the ability to develop external client capability are equally valued.
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role.
We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
All our employees also enjoy a range of benefits
- A competitive salary will be offered depending on experience
- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
- One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Who We Are
Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long.
Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands.
Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world’s leading private banks, premium financial services and luxury brands.
Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers.
The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees.
Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices.
All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
- Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences.
We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.
This idea unites the teams at TEN.
All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.
CX Transformation Manager in London employer: Ten Lifestyle Group
At Ten Lifestyle Group, we pride ourselves on being an exceptional employer that values innovation and collaboration in the luxury travel sector. Our dynamic work culture fosters creativity and offers extensive growth opportunities, allowing you to thrive while shaping premium experiences for high-net-worth clients. With a flexible hybrid/remote working model based in the UK, we ensure our team enjoys a balanced lifestyle while contributing to exciting projects and partnerships.
StudySmarter Expert Advice🤫
We think this is how you could land CX Transformation Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ten Lifestyle Group. 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 Ten Lifestyle Group 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 CX Transformation Manager in London
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 Ten Lifestyle Group:Your cover letter is your chance to shine! Tell us why you want to work at Ten Lifestyle Group 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 Ten Lifestyle Group!
How to prepare for a job interview at Ten Lifestyle Group
✨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.
