Customer Experience Manager

Customer Experience Manager FCDO Services Apply before 11:55 pm on Wednesday 11th March 2026 Reference number : 447272 Salary : £46,224 Plus location allowance of £1,750 Contract type :
Full-time - Permanent Location :
Hanslope, South East England, MK19 7BH
Job summary At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more. Job description Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on.

In our world, it all matters. Balancing quality and value is a real skill, and it's one shared by our Commercial team, who make sure we meet the needs of government customers. They're the specialists who shape services with expert insights, win work through expert bid management, and help us reach new customers each day. Now, you’ve got the opportunity to join them.

Understanding customer needs. Winning exciting bids. Knowing the impact of your work. It all matters. Your research, powerful improvements to our services As Customer Experience Manager, it will be your strategic and tactical insights and recommendations that result in improvements in customer service, satisfaction and the overall efficiency of our services. To achieve this, you’ll lead a team of Insight Managers to conduct customer interviews, surveys, desk research and gather delivery data, compiling and analysing the results.

Encourage the team to use the best research processes for gathering information, whether it’s through qualitative, quantitative, informal or formal methods. Take the lead, see your actions ripple across the organisation As Customer Experience Manager, you’ll co-own quarterly business-wide insights forums and a State of the Nation twice yearly report with the Strategy Manager. You’ll look across the public and private sector for more inspired ways of working.

Across the organisation, you’ll manage customer service and measure customer experience. Part of this will involve working with managers to develop customer objectives and action plans, such as helping delivery managers to establish measurable KPIs. What you’ll bring to the role You have recent, relevant experience at managing an insights or customer experience function within a delivery organisation. This is backed by a track record of using customer data and reporting to deepen insights, and ultimately, to drive decisions, actions and areas for improvement.

You’ve turned to multiple sources, used a range of tools and dashboards, to collect data effectively. You’ve managed a team to deliver an effective, efficient insights service for varied stakeholder audiences (up to C-suite/DG level). Plus, you’ve led on organisational improvement through training, feedback, surveys and developing KPIs. Building stakeholder relationships will be key. You’ve successfully influenced and collaborated with diverse stakeholders, securing understanding and buy-in, even when there’s initial resistance.

This is complemented by excellent written and verbal communication skills, with an ability to translate, summarise and present complex information and arguments in an accurate, concise and engaging way. Highly organised and detail oriented, you’re always aware of the deadline and committed to driving results. Even when pressure mounts, you’re able to remain calm and positive. Plus, you combine innovative thinking with problem solving and logic.

You’re comfortable analysing and assessing quantitative and qualitative data. It would desirable if you’re familiar with complaint management and metrics.

Experience of private sector best practice processes and methodologies, particularly in lean working, root cause resolution would be good too. We’d like to see a degree or level 6 qualification in Marketing or Business and CIM member. You may also have experience in copywriting professional, technical, or corporate documents. An understanding of any of the following would be beneficial: the requirements of public sector work,…