Customer Experience Manager

Our client is a health and life insurance provider. Team – Insights Lab Working Pattern - Hybrid – 2 days per week in our London, Bournemouth or Stockport Office. Full time hours per week. We are happy to discuss flexible working!

Top 3 skills needed for this role Extensive Enterprise CX Leadership Advanced Evidence-Based Decision Making Proven Executive-Level Influence What This Role is All About We're looking for a senior Customer Experience Manager to lead how customer evidence shapes enterprise priorities, strategic decisions and measurable business change.

Working across Health, Life and our Programme, the role will bring together insight from multiple sources to establish a clear view of the most important customer opportunities, risks and experience gaps. As a trusted adviser to ExCo and senior leaders, the Customer Experience Manager will influence transformation, governance and investment decisions, while creating the ownership, challenge and momentum needed to turn evidence into meaningful customer and commercial outcomes.

What you will be doing Lead the enterprise customer experience agenda, ensuring customer evidence directly informs strategic priorities, transformation activity, governance and investment decisions Own the enterprise customer priorities and change portfolio, establishing a clear route from evidence and prioritisation through to accountable delivery, benefits realisation and measurable impact Act as a trusted customer experience adviser to ExCo and senior leaders, bringing commercial judgement, constructive challenge and a clear customer perspective to complex business decisions Lead the customer insight and experience contribution to major business and transformation programmes, influencing direction and outcomes without assuming delivery accountability from business owners Build a comprehensive enterprise CX narrative by connecting customer feedback, complaints, assurance, root cause analysis, user research, operational performance, conduct evidence and external insight Determine which customer opportunities require action by assessing customer impact, commercial value, urgency, risk, organisational scale and the strength of supporting evidence Set and uphold robust standards for portfolio entry, prioritisation, ownership, milestones, escalation, closure, outcome measurement and benefits realisation Translate complex and sometimes conflicting evidence into clear executive recommendations, practical priorities and defined actions with visible accountability Partner with senior business owners to agree intended customer and commercial benefits, establish meaningful success measures and maintain oversight of progress...

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