Customer Experience Executive

Job Title:

Customer Experience Executive

Senior Customer Experience Manager

Customer Experience / Customer Care

Kingsway Distribution Center

40 Hours per week – May include occasional late shifts and weekends

A pivotal role within the Customer Experience Team, responsible for driving and project managing improvements for our customers across our diverse Omni‑Channel retail fascias. The role includes interrogating customer data across all touchpoints to understand the end‑to‑end customer journey, identifying pain points and friction, and leading cross‑functional projects to deliver actionable improvements that enhance customer experience and reduce contact.

• Coordinate customer experience improvement projects from initiation through to delivery, ensuring clear objectives, timelines, and measurable outcomes.
• Develop and maintain project plans, track progress, and report on key milestones and risks to senior stakeholders.
• Serve as primary point of contact for customer experience enquiries, concerns, and feedback.
• Monitor and evaluate the impact of implemented changes, using data to inform ongoing improvements and share learnings across the business.
• Champion the “Voice of our Customer”, interrogate contact trends and identify opportunities to improve the customer journey.
• Build and maintain strong relationships with internal customers through proactive communication.
• Cross‑Functional Collaboration with Customer Care Operations, Digital Operations, Distribution Centers and Technical Support business areas to ensure global processes and systems drive increased efficiencies and performance.
• Handle escalated customer issues with empathy and professionalism, provide customer journey summaries and outcomes.
• Implementation of robust rigour for BAU customer testing environments such as test orders (end to end purchase and return journey), customer communications, customer feedback.
• Supporting the customer care operation through daily management of the Atlassian CX Jira portal.
• Conduct ad‑hoc competitor analysis to understand market trends.
• Review and management of customer communications including groupwide FAQ’s and customer communications including despatch notes.
• Supporting the CX team with engagement activities to drive positive customer outcomes.

• Advanced proficiency in Microsoft Office, with a particular emphasis on Excel, is required.
• Demonstratable project management skills, including comprehensive experience in planning, execution, and reporting.
• Strong analytical abilities and meticulous attention to detail.
• Exceptional problem‑solving and conflict resolution skills, grounded in root cause analysis and objective data.
• In‑depth knowledge of all customer care operational software systems.
• Prior experience in customer service, quality improvement, and process optimisation.
• Excellent written and verbal communication skills, with the capability to tailor messaging for varied audiences, and present findings to senior stakeholders through effective storytelling.
• Self‑motivated individual capable of managing tasks from initiation through to completion, with a focus on delivering measurable benefits.
• Consistently models professional behaviour and demonstrates flexibility and reliability.
• Exhibits resilience and adaptability within a dynamic, ambitious, and fast‑paced team environment.
• Proactive in identifying potential opportunities and addressing issues before they arise.
• Solid commercial awareness and understanding of omni‑channel retail operations.