Customer Experience Manager

Help shape exceptional customer experiences that build trust and drive continuous improvementWe are looking for a Customer Experience Manager to join our team, supporting the delivery of a consistent, high-quality customer journey across all channels.This is a pivotal role responsible for combining hands-on customer support, insight-driven analysis, and operational improvement to enhance the overall customer experience. You will work closely with the Head of Customer Experience and cross-functional teams to resolve complex issues, identify root causes, and implement meaningful improvements.This is a hybrid role with an expectation to be in the office one day each week across any of our offices. Our offices are based in Peterborough, Watford, Bristol or Birmingham.What you''ll be doingIn this role, you will:Manage complex or high-sensitivity customer cases, ensuring effective and empathetic resolutionAnalyse customer feedback and behavioural data to identify trends and opportunities for improvementSupport the optimisation of customer journeys, reducing friction and improving satisfactionContribute to process improvements, maintaining high-quality documentation, playbooks and knowledge base contentGenerate insights through data analysis (e.g. CSAT, NPS, FCR), supporting reporting and decision-makingCollaborate with Product, Engineering and Operations to resolve issues and enhance customer outcomesSupport the adoption of automation and AI tools to improve efficiency and reduce ..... full job details .....