Customer Experience Strategy Manager Location: Central London Working set up : Hybrid, 2 days in office a week Salary: £50,000 to £60,000 (experience dependent) plus benefits Please note, this role is not a customer service oriented role You'll be joining a team responsible for … innovation in experience design for a powerhouse of a luxury retail brand. It's global customer strategy, looking for opportunities to enhance the customer's experience, no matter the channel. By enriching what they know about them. By innovating in how they serve them through technology. … Or by engaging with technology a different way which gives the customer a best in class experience. You'll be working with customerjourney maps to identify pain points across the journeys. Working with teams to come up with ideas which could potentially either More ❯
and loyalty. The ideal candidate will have a strong background in CRM, with expertise in localization and personalization strategies. Key skills should include customerjourneymapping, customer lifecycle management, and segmentation using data-driven machine learning techniques. This role requires a deep understanding of … customer needs, touchpoint analysis, and strong business acumen. We seek someone who can effectively translate insights into actionable strategies to enhance the overall customer experience at . Responsibilities Strategy and Leadership Team Leadership: Lead and mentor a high-performing team of CRMs, fostering a culture of … high performance. Vision Development: Establish and execute comprehensive and automated lifecycle CRM strategies that effectively guide customers through their pre or post-purchase journey at scale. Data-Driven Frameworks: Develop customerjourney frameworks and maps to inform lifecycle strategies and ensure cross-functional alignment. More ❯
we can deliver new products within the Fintech innovation space. Day-to-day, you’ll be: Designing and mapping service blueprints to address customer needs and improve internal processes Conducting and supporting user research activities (including interviews, surveys, usability testing and data synthesis to identify user needs, pain … and operations teams to design solutions to improve the internal processes to meet our OKRs Leading discovery and co-creation workshops to uncover customer needs and service opportunities Collaborating with cross-functional stakeholders to share feedback, ensure alignment and successful delivery of service design solutions The skills you … communication, presentation, stakeholder management and collaboration skills Passion for customers and a problem solving mentality, with proven ability to support customer research, map out customer journeys and identify opportunities More ❯
we can deliver new products within the Fintech innovation space. Day-to-day, you’ll be: Designing and mapping service blueprints to address customer needs and improve internal processes Conducting and supporting user research activities (including interviews, surveys, usability testing and data synthesis to identify user needs, pain … and operations teams to design solutions to improve the internal processes to meet our OKRs Leading discovery and co-creation workshops to uncover customer needs and service opportunities Collaborating with cross-functional stakeholders to share feedback, ensure alignment and successful delivery of service design solutions The skills you … communication, presentation, stakeholder management and collaboration skills Passion for customers and a problem solving mentality, with proven ability to support customer research, map out customer journeys and identify opportunities More ❯
and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions … party customers. What we're building We are looking for a Solution Architect to join our Architecture team and collaborate closely with our Customer-Focused Engineering product teams. In this role, you will define and deliver technology roadmaps and solution architectures, driving their successful implementation. This is a … unique opportunity to lead the technical evolution of CLUK's customer services business line, a shared service across our products, while shaping our CRM-based distribution services. By developing reusable solution components, you will play a key role in driving business growth, accelerating digital transformation, and enhancing customerMore ❯
and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions … party customers. What we're building We are looking for a Solution Architect to join our Architecture team and collaborate closely with our Customer-Focused Engineering product teams. In this role, you will define and deliver technology roadmaps and solution architectures, driving their successful implementation. This is a … unique opportunity to lead the technical evolution of CLUK's customer services business line, a shared service across our products, while shaping our CRM-based distribution services. By developing reusable solution components, you will play a key role in driving business growth, accelerating digital transformation, and enhancing customerMore ❯
Product Manager – CustomerJourney & Booking Systems We’re looking for a Product Manager to lead the transformation of the booking experience for an exciting hospitality and entertainment concept – shaping a seamless, intuitive, and high-converting journey from start to finish. This is a cross … functional role that blends UX, data-driven optimisation, and strategic thinking to unlock growth opportunities and deliver standout customer experiences. As the Product Manager, you will be the driving force behind booking system improvements, aligning product enhancements with business goals. Whether it’s through better design, smarter pricing … strategies, or smarter A/B tests, your work will directly impact conversion, satisfaction, and revenue. The role: Optimise the Booking Journey: Improve reliability, ease of use, and the conversion funnel across web and mobile. Boost Booking Performance: Identify opportunities for upsells, reduce friction, and align booking flow More ❯
Product Manager – CustomerJourney & Booking Systems We’re looking for a Product Manager to lead the transformation of the booking experience for an exciting hospitality and entertainment concept – shaping a seamless, intuitive, and high-converting journey from start to finish. This is a cross … functional role that blends UX, data-driven optimisation, and strategic thinking to unlock growth opportunities and deliver standout customer experiences. As the Product Manager, you will be the driving force behind booking system improvements, aligning product enhancements with business goals. Whether it’s through better design, smarter pricing … strategies, or smarter A/B tests, your work will directly impact conversion, satisfaction, and revenue. The role: Optimise the Booking Journey: Improve reliability, ease of use, and the conversion funnel across web and mobile. Boost Booking Performance: Identify opportunities for upsells, reduce friction, and align booking flow More ❯
You'll be in a strategic leadership role within Digital Customer Experience's (DCX) Business Technology practice in the UK. You will be responsible for ServiceNow sales/presales opportunities with ServiceNow across the UK and will involve a mix of sales/pre-sales, programme management, and … with the sales team to design, scope, and pitch innovative ServiceNow solutions to prospective clients. • Identify market trends and client needs, aligning Digital Customer Experience's ServiceNow offerings with those insights to drive sales growth. • Act as the primary point of contact for senior client and internal stakeholders … capabilities, modules, and best practices for implementation. This involves knowledge of HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Employee Service Center, Case and Knowledge Management, and Performance Analytics. • People Experience and HR Processes: Familiarity with HR processes and employee More ❯
how often (in days) to receive an alert: About the job you're considering You'll be in astrategic leadership role within Digital Customer Experience's (DCX) Business Technology practice in the UK. You will be responsible for ServiceNow sales/presales opportunities with ServiceNow across the UK … with the sales team to design, scope, and pitch innovative ServiceNow solutions to prospective clients. • Identify market trends and client needs, aligning Digital Customer Experience's ServiceNow offerings with those insights to drive sales growth. • Act as the primary point of contact for senior client and internal stakeholders … capabilities, modules, and best practices for implementation. This involves knowledge of HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Employee Service Center, Case and Knowledge Management, and Performance Analytics. • People Experience and HR Processes: Familiarity with HR processes and employee More ❯
marketing strategy aligned with the mission and objectives Create and implement an email automation strategy within dynamics 365 to support lead generation and customer engagement, including mass email campaigns Design a suite of touchpoint emails that guide customers seamlessly through their journey, enhancing their experience with … channels reflect our brand and are optimised for engagement. Ensure all internal systems, including Dynamics 365, are kept updated with accurate marketing and customerjourney data. The ideal candidate will have: A confident communicator with a proven ability to generate compelling content and establish thought leadership … social media management. Exceptional copywriting and content creation skills, with a focus on engaging and converting B2B audiences. Knowledge of marketing automation and customerjourneymapping, ensuring smooth and effective customer engagement. Outstanding organisational skills, with the ability to manage multiple projects simultaneously and More ❯
Felix C | +49 (0) 89 238 898 85 The Global Lifecycle Marketing Manager will own the global lifecycle marketing strategy, ensuring a seamless customerjourney with personalized messaging across all funnel stages, while collaborating with regional marketing managers to align local email strategies with the global … lifecycle marketing framework. Responsibilities: Lifecycle Marketing Strategy & Execution Automate and optimize customer lifecycle touchpoints to enhance engagement, retention, and revenue Act as the air traffic controller for lifecycle communications to prevent audience fatigue and optimize messaging cadence Help shape our tooling roadmap by identifying opportunities for enhanced automation … segmentation, and personalization capabilities Audience Segmentation & Targeting Develop and maintain segmentation strategies based on country/region, funnel stage, and customer behaviour Ensure accurate targeting to deliver relevant and timely communications across all lifecycle stages Cross-Regional Coordination Collaborate with regional marketing managers to align local email strategies More ❯
Felix C | +49 (0) 89 238 898 85 The Global Lifecycle Marketing Manager will own the global lifecycle marketing strategy, ensuring a seamless customerjourney with personalized messaging across all funnel stages, while collaborating with regional marketing managers to align local email strategies with the global … lifecycle marketing framework. Responsibilities: Lifecycle Marketing Strategy & Execution Automate and optimize customer lifecycle touchpoints to enhance engagement, retention, and revenue Act as the air traffic controller for lifecycle communications to prevent audience fatigue and optimize messaging cadence Help shape our tooling roadmap by identifying opportunities for enhanced automation … segmentation, and personalization capabilities Audience Segmentation & Targeting Develop and maintain segmentation strategies based on country/region, funnel stage, and customer behaviour Ensure accurate targeting to deliver relevant and timely communications across all lifecycle stages Cross-Regional Coordination Collaborate with regional marketing managers to align local email strategies More ❯
Are you passionate about delivering digital innovation that transforms the customer experience? We're on the lookout for a Digital Mobilisation Manager to join a dynamic digital team and lead the rollout of cutting-edge omni-channel technologies across Business & Industry sectors. You'll engage directly with senior … by working with culinary and marketing teams to ensure offerings excite and engage customers. Support with data-driven decision-making, promotional tactics, and customerjourney mapping. Provide project and technical support during onboarding, including high-profile or complex client launches. Key skills for the Digital Mobilisation … A collaborative and forward-thinking digital team. A role that blends strategic thinking with practical delivery. The chance to truly influence the digital customerjourney in workplace dining. If this sounds like the perfect next step in your career, please apply as directed if interested. More ❯
with the growth, productivity and efficiency objectives of frontline and flexible workforces. Who you are We are looking for a passionate and strategic Customer Success Leader to join our team in the UK. This is a high-impact role focused on driving customer outcomes, enhancing retention … and identifying growth opportunities across a portfolio of strategic accounts. You'll be the local voice of the customer, deeply embedded in both the post-sales journey and supporting the pre-sales cycle. Working closely with Sales, Product, and the broader CX team, you'll bring … customer insights to life and shape the customer experience. What you will do Own and manage a portfolio of strategic accounts across our customer verticals in the UK, acting as the voice of the customer on the ground, gathering insights, surfacing risks More ❯
skincare connoisseurs, 111SKIN is also highly regarded by some of the most reputable editors and industry bodies. Whom we are looking for: A customer centric and data-driven CRM Manager to lead the channel, as part of the wider Ecommerce team. What you’ll do: As our CRM … Manager, you’ll be responsible for shaping and delivering the customer relationship and retention strategy, working cross-functionally with Marketing, Creative, Development and Customer Experience teams. You’ll lead the day-to-day operation of both BAU and lifecycle communications across email and SMS, oversee our … customer segmentation strategy, and own the ongoing optimisation of our newly launched loyalty program. You will champion data-led decision-making, turning customer insights into initiatives that deepen relationships and drive long-term value. What success looks like: You will deliver a best-in-class CRM More ❯
skincare connoisseurs, 111SKIN is also highly regarded by some of the most reputable editors and industry bodies. Whom we are looking for: A customer centric and data-driven CRM Manager to lead the channel, as part of the wider Ecommerce team. What you’ll do: As our CRM … Manager, you’ll be responsible for shaping and delivering the customer relationship and retention strategy, working cross-functionally with Marketing, Creative, Development and Customer Experience teams. You’ll lead the day-to-day operation of both BAU and lifecycle communications across email and SMS, oversee our … customer segmentation strategy, and own the ongoing optimisation of our newly launched loyalty program. You will champion data-led decision-making, turning customer insights into initiatives that deepen relationships and drive long-term value. What success looks like: You will deliver a best-in-class CRM More ❯
quality and compliance regulated processes. As we continue to expand, we seek a passionate and driven individual to join our team as a Customer Success Manager, Digital Touch. As a Digital Touch CSM, you'll play a crucial role in enabling a strong customer outreach in … way, ensuring their success with our products and services. You'll be responsible for managing digital interactions, negotiating renewals, implementing strategies to drive customer engagement and retention, and mitigating risk. Why Join Us? We adhere to our values - Customer Success, Sense of Urgency, Employee Empowerment, Collaboration … growing team. Responsibilities: Maintain consistent digital interactions with customers, providing support and assistance as needed. Manage and negotiate renewal & expansion opportunities to maximize customer retention and growth. Ability to manage a book of business comprising over 100 customers. Utilize software tools to keep customer records up More ❯
Bristol, Avon, South West, United Kingdom Hybrid / WFH Options
ADLIB Recruitment
Were working on behalf of an award-winning independent agency that blends data, creativity and technology to deliver exceptional customer experiences. With a growing portfolio of well-known B2C and B2B brands, theyre known for creating work that not only looks great but also delivers measurable impact. Due … About the role: As CX Planner/Strategist youll play a lead role in helping clients understand and unlock the value of their customer data, building customer journeys and strategies that drive meaningful, measurable change. Youll work across multiple accounts and projects, influencing senior stakeholders and … rooted in data and insight Facilitate strategy sessions and QBRs with a focus on performance and continuous improvement Translate complex data into clear, customer-centric recommendations Design measurable journeys and campaigns across digital and offline touchpoints Act as a strategic partner to clients, becoming a trusted voice in More ❯
from discovery to delivery, taking responsibility for defining and prioritising backlogs, overseeing development, and monitoring quality assurance. Conduct user and market research, analysing customer behaviours, competitive landscapes, and industry trends to inform strategic decisions and identify growth opportunities. Facilitate workshops and stakeholder sessions to drive alignment, gather requirements … and co-create solutions. You'll ensure all voices are heard and that key priorities are identified and addressed. Develop user personas, customerjourney maps, and service blueprints, ensuring that products and services deliver exceptional value and a seamless experience. Establish success metrics, such as KPIs … or expression), political belief veteran status, or any other range of human difference brought about by identity and experience. We are on a journey towards ensuring our workforce is diverse at all levels and that our firm is representative of the world around us. We welcome applications from More ❯
data, unstructured data, dashboards, closed-loop flows) to help achieve desired outcomes (such as driving operational efficiencies and cost reduction, increasing revenue and customer loyalty). This individual will help clients drive organisational change and address the common CX challenge of realising value by creating a systematic approach … Experience working in a Contact Centre as an agent, manager, or support function; Expertise in analysing or managing unstructured data to build strong Customer Experience programs; Proven experience in driving value from integrated approaches to contact centre operations (including Agent Effectiveness, QAQM, and digital integrations); Experience leading CC … s most recognizable brands, to deliver services to augment their ability to execute a CX program, including program design, maturity assessments, program reviews, customerjourneymapping, listening post designs, etc. This highly-visible role will interface with client stakeholders at different levels of an organization to More ❯
the status quo, can show success in following-up and getting things done and have the ability to thrive in a fast-paced, customer-centric and ever-changing service environment. Key job responsibilities Facilitates execution of ACES roadmap by synergizing efforts through key business stakeholders, Operation Leaders and … Ability to assess improvement opportunities through data analysis and by mapping of existing processes using tools like value stream maps, SIPOC, Swim Lane, Customerjourneymapping etc. by identifying the defects/gaps in upstream and downstream processes. Audits ongoing and completed projects to optimize resources … Cause Analysis (RCA) across 10 different languages. Minimum Qualifications Minimum 2 years Project/Program management experience in Continuous Improvement using Voice of Customer/Process analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts. Experience managing teams (Project/ More ❯
innovative software solutions tailored to meet the diverse needs of businesses, ranging from ambitious start-ups to established enterprises. At Palladium, we prioritise customer experience in everything we do. The ideal candidate will possess a strong expertise in product and customer experience design, along with a … solutions, while fostering effective communication and cooperation. Create high-quality output for clients that is impactful, meaningful, and inspiring, ranging from written reports, customerjourney maps, product roadmaps to digital products that meet client objectives. Build strong, lasting relationships with your clients and identify and act More ❯
to help shape the future of CRM strategy and operations within a global organization. If you’re passionate about optimizing sales processes, enhancing customer experience, and driving data-driven decisions, this role is perfect for you. Key responsibilities • Support CRM Strategy – Work alongside the CRM Specialist to develop … Additional languages are a plus. • Experience – Prior experience working with CRM platforms (Zoho CRM preferred), including user training, support, and reporting. Familiarity with customerjourneymapping and data quality analysis is advantageous. • Skills – Strong interpersonal and stakeholder management skills; confident presenting to groups and working across More ❯
to help shape the future of CRM strategy and operations within a global organization. If you’re passionate about optimizing sales processes, enhancing customer experience, and driving data-driven decisions, this role is perfect for you. Key responsibilities • Support CRM Strategy – Work alongside the CRM Specialist to develop … Additional languages are a plus. • Experience – Prior experience working with CRM platforms (Zoho CRM preferred), including user training, support, and reporting. Familiarity with customerjourneymapping and data quality analysis is advantageous. • Skills – Strong interpersonal and stakeholder management skills; confident presenting to groups and working across More ❯
