Customer Experience Manager

## Customer Experience Manager Apply locations:
Bristol CECtime type:
Full time posted on:
Posted Todayjob requisition :
JR
** At Ayvens, progress starts with you.
** Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

The Customer Success function provides support to all customer facing teams by providing the framework, assessment method and insight to ensure that we deliver high quality customer interactions ensuring we continually strive for improvement.
*** We are current seeking a CX Manager to join the team, reporting to the Head of Customer Success this is an exciting opportunity as we continue to re-shape our organisation
***** Purpose
* ** Lead the organisation’s customer insight and experience strategy to improve customer outcomes, satisfaction, and loyalty
* Act as the voice of the customer, embedding customer-centric thinking across journeys, processes and decision-making
* Drive continuous improvement through data-led insight, ensuring alignment with Consumer Duty and regulatory expectations
** Key Accountabilities
** Voice of Customer (VoC) & Insight Management
* Own and develop the organisation’s Voice of Customer framework
* Design and manage customer feedback mechanisms including NPS, CSAT, CES, OSAT, surveys, complaints insight and digital feedback
* Analyse customer data (quantitative and qualitative) to identify trends, pain points, root causes and sentiment
* Produce insight reports and present findings to drive business improvements and strategic decisions
* Translate insight into actionable recommendations that improve customer and business outcomes

Customer Journey & Experience Improvement
* Map and analyse end-to-end customer journeys across all channels
* Identify friction, failure demand, service gaps and customer effort
* Lead and support initiatives to improve customer outcomes, retention, trust and operational efficiency
* Partner cross-functionally to embed customer-centric and inclusive design principles into products and processes
* Ensure journeys are accessible and inclusive for all customer segment

Consumer Duty & Vulnerable Customers
* Support compliance with FCA Consumer Duty requirements and good customer outcomes
* Embed vulnerable customer considerations into journey design, communications and decision-making
* Analyse feedback and complaints through a Consumer Duty lens to identify risks of harm or customer detriment
* Support fair value, accessibility and customer understanding assessments

Reporting & Governance
* Develop dashboards, reporting packs and insight papers on customer performance
* Define and track KPIs such as NPS, complaint trends and customer effort
* Provide data-driven recommendations to senior stakeholders and governance forums
* Track improvement initiatives through to measurable outcomes

Stakeholder Management & Influence
* Build strong relationships across operational, digital, compliance, risk and product teams
* Influence stakeholders using data, insight and customer storytelling
* Facilitate workshops, journey reviews and improvement sessions
* Act as a customer advocate across change programmes and transformation initiatives

Culture & Capability
* Promote a customer-first culture across the organisation
* Support colleagues in understanding customer needs and behaviours
* Embed empathy, accessibility and inclusive service principles
* Contribute to CX training, coaching and awareness activity
** Skills, Experience & Background
** Technical Capabilities
* Strong experience with customer insight tools and methodologies (NPS, CSAT, CES)
* Data analysis and reporting capability across multiple sources
* Customer journey mapping and service design understanding
* Experience with insight tools such as surveys, complaints analysis, and analytics platforms

Desired Previous Experience
* Experience in Customer Experience, Insight, VoC or Service Improvement roles
* Proven track record of driving customer-led improvements
* Experience influencing senior stakeholders and working cross-functionally
* Understanding of vulnerable customers and inclusive service delivery
* Experience with in regulated environments…