Customer Experience; CX) Planner

Position: Customer Experience (CX) Planner
Job Title:

Customer Experience (CX) Planner

Location:

Bristol (Hybrid)

Contract Type:
Full Time, Permanent

You're reading this ad, so you're ready to outthink. To take your skills, knowledge and experience beyond what you thought possible. And TMP
268 is the place to do it.

TMP
268 is a creatively strategic marketing agency, home to the Armed Forces Recruitment Service. Protecting the nation begins here.

And what does that mean for you? It means new challenges to rise to. Being encouraged and empowered to outthink at every opportunity. It means creating industry-first solutions, harnessing emerging tech, and realising AI's potential to create human connection. It means feeling valued for everything you bring. And work you can be proud to call your own, whatever your role.

The role

As a Customer Experience (CX) Planner, you'll play a pivotal role in shaping how audiences experience and engage with some of the UK's most high-profile recruitment marketing campaigns.

Sitting at the intersection of strategy, insight, technology and creativity, you'll work closely with UX, content, creative and technical teams to design seamless, data-driven customer journeys that truly connect with audiences. From mapping journeys and identifying moments that matter, to developing personalisation strategies and optimisation roadmaps, you'll help ensure every interaction feels relevant, intuitive and impactful.

You'll combine customer insight, behavioural data and marketing expertise to uncover opportunities that improve engagement, increase conversion and reduce drop-off across digital experiences. Whether it's translating research into actionable recommendations, shaping future-state experiences or defining testing strategies, you'll constantly be looking for smarter ways to improve performance and customer outcomes.

Collaboration will be at the heart of what you do. You'll work across multiple teams and partner organisations, confidently bringing together stakeholders, aligning priorities and helping turn complex challenges into clear, customer-focused solutions. Comfortable balancing strategy with delivery, you'll thrive in a fast-paced environment where innovation, curiosity and continuous improvement are encouraged every day.

You'll also play a key role in leveraging Mar Tech platforms including Adobe Experience Platform and Adobe Journey Optimizer to deliver personalised experiences at scale, ensuring customer journeys remain effective, measurable and continuously evolving.

Who we're looking for

You're naturally curious about people, behaviour and what drives engagement. Strategic in your thinking but hands-on in your approach, you enjoy solving problems, uncovering insights and turning complexity into meaningful customer experiences.

You'll bring experience in customer journey mapping, service design and personalisation strategies, alongside a strong understanding of digital marketing and optimisation. Confident working with data and analytics, you know how to use insight to shape recommendations, influence decisions and improve performance.

You're collaborative, adaptable and highly organised, with the confidence to work across cross-functional teams and matrix environments. Comfortable engaging stakeholders at all levels, you're equally happy facilitating conversations, presenting ideas or rolling up your sleeves to get into the detail.

What's in it for me?

You're set to gain so much from being part of our team, including:

* Time off to rest or conquer items on the bucket list with 27 days' holiday (+ 8 bank holidays) and a holiday purchase benefit where you can buy up to an additional 5 days.

* Great company paid benefits including our health cash plan, life assurance, company pension and access to an Employee…