Customer Experience Manager

Role overview

This opportunity is for a Customer Experience Manager in the United Kingdom, presented on behalf of a partner company that handles the application process and all follow-up steps. The role supports a rapidly growing digital marketplace used by millions of people around the world.

You will help improve the full customer journey by converting support insights, feedback, and operational data into practical enhancements. The position connects support, product, operations, and training functions, with a strong focus on quality, consistency, and ongoing improvement. Your work will influence customer satisfaction, process efficiency, and long-term trust in the platform.

What you'll do

• Take ownership of the customer experience quality framework for support interactions and keep evaluation standards consistent and useful.
• Review customer feedback, support cases, and operational information to spot repeated problems, underlying causes, and areas where the journey can be improved.
• Track and summarize CX performance using measures such as CSAT, CES, NPS, FCR, and ticket patterns, then use those findings to help set priorities and assess progress.
• Create and maintain dashboards and reporting setups that make CX performance easy to monitor.
• Chart the end-to-end customer journey, pinpoint friction points, and suggest improvements across all touchpoints.
• Work closely with Product, Operations, and Training teams to turn findings into changes in process, product, and policy.
• Lead continuous improvement efforts aimed at better support quality, smoother operations, and higher customer satisfaction.
• Translate customer insights into training content, coaching approaches, and process updates for support teams.

Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Practical experience running quality assurance programs, including tools such as Maestro QA or similar platforms.
• Strong analytical thinking and problem-solving ability, especially when identifying root causes behind customer and operational issues.
• Experience partnering with customer support teams and using support data to raise service quality.
• Ability to interpret CX measures such as CSAT, CES, NPS, and ticket trends to surface insights and monitor improvement.
• Demonstrated ability to collaborate across Product, Operations, and Training functions.
• Experience improving customer journeys through structured feedback and data-led analysis.
• Nice-to-have skills include SQL, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and use of AI tools to improve workflows.
• A background in digital platforms such as B2C, B2B, or P2E, and multi-product ecosystems, would be an advantage.
• Strong project management capability with the ability to prioritize and deliver cross-functional work.
• Excellent written and spoken English.

Perks and benefits

• Competitive annual compensation in the range of €30,000 to €40,000.
• Employee stock options.
• Performance-linked bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working options, including remote, office, or hybrid arrangements, along with work-and-travel possibilities.
• Paid opportunities to volunteer.
• Clear focus on career growth, with structured feedback and promotion processes.
• The chance to contribute in an international, fast-growing environment building a global digital product.

Additional information

This role is advertised through Jobgether for a partner employer. Applications are reviewed through an AI-assisted matching process, after which the best-fitting candidates are shared with the hiring company. The partner company manages interviews, assessments, and all later hiring steps.

By applying, you acknowledge that Jobgether will process your personal data to assess your application and share relevant details with the hiring employer, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to the processing of your data at any time.

AI tools may support parts of the recruitment workflow, such as reviewing applications, analyzing resumes, and checking responses for inconsistencies or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.