Customer Experience Manager (CX) in Sheffield

The location of the role is Sheffield (hybrid working). The duration of the contract is 5 months initially (with likely extension). The pay rate on offer is £650 - £730 per day (via Umbrella). The client is a leading financial services organisation.

Role description

Principal Responsibilities:

• Delivering Great Digital Journeys; Leading a team working on CTOp App.
• Processes to support our new Enablement Customer Experience priority initiatives, the primary focus is Journey mapping to improve customer experience and to help guide product owners to focus on improving reliability of their services.
• This work underpins a number of our transformation initiatives for 2026 as it will allow us to measure success of our products offer to our customers.
• Customer Experience are responsible for ensuring CTO Stakeholders, Product Owners are delivering their desired outcomes using the bank's technology products and services.
• This position requires a combination of technical, business analysis, strategic, and customer-focused skills to ensure the bank's technology products meet the needs of its customers, stakeholders, and the bank's business goals within CTO.
• It is a critical role that requires a deep understanding of stakeholder needs, technology, and financial services.
• The ideal candidate will have a passion for customer success and understanding customer journeys, a customer-focused mindset, championing digital technologies and a track record of delivering results in a fast-paced, dynamic environment.

Key accountabilities

• Identify and analyze high-friction customer journeys within CTO products; conduct comprehensive journey mapping and develop strategic improvement plans to enhance overall customer satisfaction.
• Implement the Journey Satisfaction (JSAT) Score framework to accurately measure and reflect customer satisfaction across key touchpoints.
• Provide expert consultancy and coaching to Customer Experience teams on journey mapping methodologies; deliver “train-the-trainer” sessions to build internal capability.
• Present findings, insights, and progress updates to senior stakeholders; secure sponsorship and support for key initiatives and escalate issues when necessary.
• Collaborate closely with Product teams to drive process and product enhancements aimed at improving the overall digital customer journey experience.
• Champion customer centricity by helping Product teams understand customer pain points, ensuring product development focuses on delivering exceptional customer experiences rather than feature output alone.
• Partner with Product teams to educate customers, improving product knowledge and adoption through targeted enablement and communication initiatives.

Requirements

• Proven experience in customer success, product/journey mapping or a related field, with a track record of designing and delivering impactful improvement programs.
• Project Management and Business Analysis skills preferred.
• Strong leadership and team management skills, with the ability to inspire and mentor team members to achieve shared goals.
• Excellent communication and collaboration abilities, capable of working effectively with cross‑functional teams, stakeholders, and senior leadership.
• Strategic thinking and problem‑solving capabilities, with experience translating customer feedback into actionable plans and measurable outcomes.
• Strong analytical skills, with the ability to interpret data, track key performance indicators (KPIs), and present actionable insights.
• Expertise in managing documentation and processes using platforms.