Interim Global Digital Customer Experience Manager

Interim Global Digital Customer Experience ManagerLocation: London office,typically twice a week.Rate: £350-£400 per day Term: 6-9 monthsCan you tick these 3 confidently?

- Do you know Medallia?  - Have a solid digital channel bias with a good amount of technical understanding in how to implement a VoC programme?  - Able to talk about how you’ve taken a digital VoC project of this type that’s already done the design stage, and taken it through delivery, ensuring what was launched delivers on business needs?  

If you can, please ensure it’s included in your application.

About the role

This project is to deliver and scale a new Digital Voice of the Customer (VoC) programme across global markets on behalf of a retail giant.

The design foundations are in place - now they’re at the stage of implementation, testing, and optimisation. Your focus will be to ensure the programme delivers on its promise: driving frictionless customer journeys and shaping actionable insights that guide business decisions across digital channels.

This role will see you collaborate with regional teams, technical specialists, and external partners as the programme expands from EMEA into North America, LATAM and South East Asia. The stakeholder management piece will be big, with lots of moving parts – with lots of internal teams to engage and handle, across multiple territories – including IT, e-commerce, app team and external vendors.

As well as handling multiple worksteams - e.g. testing in one market whilst scaling in another. So the ability to keep track of progress, maintain alignment of business goals and keep all stakeholders onboard will be really important.

You’ll need a mix of hands-on technical expertise, project management skills, and the ability to turn complex data into clear, compelling stories for business stakeholders.

What you’ll be doing

• Leading the implementation and roll-out of the Digital Voice of the Customer programme across global regions
• Overseeing testing, optimisation, and performance tracking to ensure business goals are met
• Collaborating with ecommerce, IT, and app teams to manage delivery milestones and integrations
• Well versed in technical aspects of a VoC programme – e.g. configuration of a website, mobile app, and third party tools
• Partnering with external vendors to configure and evolve the platform
• Developing insights from VOC data and linking with transactional data to identify opportunities and measure impact
• Scaling the programme globally while balancing consistency with local nuances
• Monitoring industry trends to keep the digital CX strategy competitive

What we’re looking for

• Strong experience in Digital Voice of the Customer programmes, with Medallia Experience Cloud (must have)
• Solid background in implementing and scaling digital CX initiatives, not just designing them
• Experience in project management and delivery across multiple markets or regions
• A technical understanding of ecommerce platforms, apps, and third-party tools
• Confident communicator with proven ability to influence and partner with diverse stakeholders
• Self-motivated, proactive, and comfortable managing multiple workstreams simultaneously

Why join This is an opportunity to join a global organisation at a critical stage in its CX journey — where your expertise will directly shape how customers experience the brand across digital touchpoints worldwide. You’ll be part of a collaborative, forward-looking team with the scope to innovate and make a measurable impact on the customer experience.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree Recruiter | Blue Pelican