Customer Experience Manager

CompanyGRIDSERVE

LocationLondon Area, United Kingdom

Posted At1/27/2026

UK Visa Sponsorship Analytics

Occupation Type

Managers and proprietors in other services not elsewhere classified.

Occupation Code Skill LevelMedium Skilled

Sponsorship EligibilityIneligible for Sponsorship

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Description

ROLE OVERVIEW

The Customer Experience (CX) Manager supports GRIDSERVE’s customer experience strategy by uncovering customer pain points, turning insight into action, and leading cross‑functional improvements. The role blends customer insight, operational partnership, governance, and project delivery, working closely with the Head of CX and the Experience Designer to embed customer-first thinking across the business.

MAIN RESPONSIBILITIES

Customer Insight & Analysis

Analyse customer data, feedback, journey performance and operational trends to identify friction and opportunities.
Translate insight into clear, actionable recommendations that support prioritisation and decision‑making.

Operational Feedback Loops & Root Cause Analysis

Build structured feedback loops with Customer Service, Operations and frontline teams.
Lead root cause analysis to break down recurring issues and support operational fixes.
Maintain a central log of pain points, owners and progress.

CX Improvement Projects

Lead cross‑functional CX improvement projects from discovery to delivery.
Work with Customer Service, Ops, Product, Digital and Marketing to embed improvements.
Partner with the Experience Designer to align work with UX and service design practices.

CX Governance & Standards

Support development and adoption of CX standards and customer‑first frameworks.
Help ensure consistency and quality across digital and operational journeys.

Change Adoption & Influence

Influence teams to adopt improvements using insight and evidence.
Support workshops and discussions that promote customer‑first thinking.

Voice of the Customer & Reporting

Produce regular customer insight reports.
Track key CX metrics such as CSAT, NPS and case drivers.

Research & Commercial Understanding

Stay up to date on customer experience trends and technologies.
Assess commercial impact of behaviours and support business cases.

PERSON SPECIFICATION

Required Experience

Experience in customer experience, operations, or insight roles.
Experience leading cross-functional projects.
Experience using VoC methodologies and tools, including NPS and CSAT.
Experience working with CRM systems and/or customer journey mapping.
Experience conducting structured root cause analysis.
Experience in EV, retail, or related sectors

Required Skills and Abilities

Strong analytical and problem-solving skills.
Ability to influence stakeholders and support change.
Strong communication and storytelling skills.
Confidence working across functions and disciplines.
Understanding of service design principles.
Exposure to commercial modelling or development of business cases.

Desirable Qualifications and Certifications

Customer experience, service design or human-centred design certification (e.g. CCXP, Service Design, Design Thinking).
Customer insight, UX research, product management or digital transformation certification.
Process improvement or analytics certification (e.g. Lean Six Sigma, Agile/Scrum, data/BI tools)