Manager – Customer Experience

As our Customer Experience Manager for Europe, you will own how we measure, understand, and articulate our end‑to‑end customer experience. You will design and run customer insight and Voice of the Customer (VoC) frameworks, translating insight into clear root causes and actionable recommendations that influence change across the business. 

A key focus of the role is delivering insight that supports customer loyalty, retention, and Customer Lifetime Value (CLV), working closely with the wider CX team to ensure insight directly informs prioritisation and improvement activity. 

Insight, Strategy & Measurement 

• Own and evolve customer listening and VoC frameworks across all digital, operational, and partner touchpoints. 

• Lead root cause analysis (RCA) on customer feedback, complaints, and operational data to identify drivers of friction, churn, and loyalty. 

• Produce clear, prioritised insight linking customer experience to outcomes such as NPS, CSAT, complaints, retention, and CLV. 

• Measure and analyse end‑to‑end customer journeys to highlight high‑impact improvement opportunities. 

Influence, Storytelling & Decision Support 

• Translate complex data into compelling customer stories that influence senior stakeholders and decision‑making. 

• Provide customer insight to support business cases, roadmap prioritisation, and retention or loyalty initiatives. 

• Act as a strong customer advocate in cross‑functional forums. 

Cross-Functional Partnership & Culture Building 

• Partner closely with the Customer Improvements Manager to ensure insight drives action and benefits are measured. 

• Work with internal teams and external partners to align on customer performance and improvement priorities. 

• Support the development of a customer