Customer Experience Lead

Overview

Oxford English Assessment is seeking an experienced Customer Experience Lead to transform the end-to-end journey for test takers, Test Centres, and Recognising Institutions. This senior role will help shape a customer-centred culture and define a unified CX strategy across the organisation. Working closely with leaders in Product & Innovation, Global Operations, and Sales & Marketing, you will identify pain points, support innovation, and define a clear customer promise.

You will build lasting CX capability by developing scalable frameworks, governance models, and standards that embed customer-focused thinking into product development, operations, technology, and commercial strategy. This is a 12-month fixed term contract. We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

• Map the full customer journey and establish insight and feedback loops.
• Drive cross-functional improvements and influence third-party platform experience.
• Ensure the voice of the customer informs strategic decisions and define CX principles, toolkits, and playbooks.
• Shape metrics, KPIs, and reporting frameworks to track and strengthen customer experience across the division.
• Collaborate with leaders in Product & Innovation, Global Operations, and Sales & Marketing to embed CX into product development, operations, technology, and commercial strategy.
• Develop scalable governance models and standards for customer-centric thinking.

• Proven leadership experience in customer experience, service design, or customer journey optimization, ideally in education, edtech, or B2C/B2B2C environments.
• Strong cross-functional working skills to engage with Product, Ops, Marketing, Sales, and Tech.
• Ability to translate customer insight into clear improvement requirements and work with Process Design, Product, and Technology teams to implement at scale.
• Excellent communication and stakeholder management skills.
• Experience managing customer journeys across multiple platforms or suppliers.
• Strategic thinker with a practical bias for action.
• Experience working with third-party platforms or in a matrixed delivery model.
• Familiarity with digital assessment or high-stakes testing environments is desirable.
• Service design or CX certification is a plus.

We offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3 days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also provide a range of employee networks and societies, pension contributions up to 12%, access to loans and savings schemes through Salary Finance, travel-to-work schemes, local discounts, private medical insurance, and a management bonus.