Customer Experience Lead
Customer Experience Lead
Reading (Hybrid – 3 days per week in the office)
Permanent
About the Role
An exciting opportunity has arisen for an experienced Customer Experience Lead to shape and transform the end-to-end customer experience within a growing organisation operating in a complex B2B environment.
This is a strategic role responsible for designing and continuously improving the customer journey across the entire lifecycle—from brand awareness and lead generation through to service delivery, account growth and customer advocacy.
Working across Sales, Marketing, Product, Delivery, Finance, IT, Operations and Corporate Communications, you will combine customer insight, journey design and service blueprinting to create seamless experiences that strengthen customer relationships, improve operational performance and support commercial growth.
If you're passionate about customer-centric transformation and enjoy influencing senior stakeholders across an organisation, this is an excellent opportunity to make a significant impact.
Key Responsibilities
- Develop and evolve the organisation's customer experience strategy.
- Design and continuously improve end-to-end customer journeys across the full customer lifecycle.
- Create and maintain customer journey maps and enterprise service blueprints using tools such as Miro and Figma.
- Lead the development of a Voice of Customer programme, turning customer feedback into meaningful business improvements.
- Analyse customer behaviour, operational performance and feedback to identify trends and improvement opportunities.
- Produce executive-level insight and recommendations to support strategic decision-making.
- Partner with Marketing to optimise customer acquisition and campaign performance.
- Work closely with Sales and Key Account teams to enhance customer engagement and relationship management.
- Collaborate with Product teams to ensure solutions are designed around genuine customer needs.
- Support Delivery and Operations in improving service interactions and customer communications.
- Establish customer experience governance, frameworks and best practice across the business.
- Facilitate workshops with senior stakeholders to align priorities and drive continuous improvement initiatives.
- Develop prioritised improvement roadmaps with measurable business outcomes.
- Present customer insight, journey maps and recommendations to senior leadership.
About You
We're looking for someone who combines strategic thinking with strong commercial awareness and has a genuine passion for delivering exceptional customer experiences.
You'll bring:
- Significant experience in Customer Experience, Customer Strategy, Service Design or Customer Operations.
- Proven experience designing end-to-end customer journeys and service blueprints.
- Experience leading Voice of Customer programmes.
- Strong commercial awareness with a customer-first mindset.
- Excellent stakeholder management and influencing skills.
- Experience facilitating workshops with senior leaders and cross-functional teams.
- The ability to translate customer insight into practical business improvements.
- Excellent analytical, presentation and communication skills.
- Experience delivering cross-functional transformation and continuous improvement programmes.
- Experience working within a complex B2B environment.
- Experience within telecommunications, technology, infrastructure or a similar service-led industry is highly desirable.
- Experience supporting strategic account management is advantageous.
Technical Skills
Experience using a range of customer experience and business tools, including:
- Miro
- Figma
- Microsoft Visio
- Power BI
- Microsoft Excel
- Microsoft PowerPoint
- CRM platforms
- Survey platforms
- Customer analytics tools
If you're an experienced Customer Experience professional looking to lead strategic change and create meaningful customer impact, we'd love to hear from you.