Manager – Customer Experience

Job Description

Customer Experience Manager for Europe will own how we measure, understand, and articulate our end‑to‑end customer experience. He or she 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 outc...