Customer Experience Manager

Job Description

Overview:

The Customer Experience (CX) Manager plays a key role in bringing GRIDSERVE’s customer experience strategy to life. You’ll uncover what matters most to our customers, turning insight into meaningful action and driving improvements across the business.

Blending customer insight, operational collaboration, governance, and project delivery, this role works closely with the Head of CX and Experience Designer to champion customer-first thinking and deliver real, measurable change.

What you will be doing:

Insight & Analysis

Analyse customer data, feedback, and journey performance to identify friction and opportunities, translating insight into clear, actionable recommendations.

Continuous Improvement & Root Cause

Build strong feedback loops across teams and lead root cause analysis to resolve recurring issues and track progress.

CX Projects & Delivery

Lead cross-functional CX improvement initiatives from discovery through to delivery, embedding changes across the business.

CX Standards & Governance

Support the development of customer-first frameworks and ensure consistency and quality across all journeys.

Voice of the Customer & Impact

• Own customer insight reporting, track key metrics like CSAT and NPS, and assess the commercial impact of customer behaviour.

What we're looking for:

We’re looking for someone who combines insight, delivery, and influence, with a focus on improving end-to-end experiences.

Experience

• Background in customer experience, insight, operations, or transformation roles
• Experience leading cross-functional projects and driving change
• Strong understanding of VoC (e.g. NPS, CSAT)
• Experience with customer journey mapping and structured root cause analysis

Skills

• Analytical and able to turn insight into action
• Strong stakeholder management and influencing skills
• Clear communicator with strong storytelling ability
• Comfortable working across teams and disciplines
• Understanding of service design and commercial impact

Nice to have

• Experience in EV, retail, or similar sectors
• CX, service design, or human-centred design certifications (e.g. CCXP, Design Thinking)
• Experience in UX, product, or digital transformation
• Exposure to Lean, Agile, or analytics/BI tools

What we can offer you:

Benefits & ways of working

Financial benefits: Competitive pay, annual bonus, pension (5% employer contribution), life insurance (AIG, 4x salary), income protection (Legal & General)

Wellbeing & flexibility: 33 days holiday (incl. public holidays) + a day off for your birthday, hybrid working, enhanced family leave (6 months full maternity/primary adoptee pay, 2 weeks full partner/secondary adoptee pay), neo-natal care pay, Private Medical Insurance for you and your family (from day one), Employee Assistance Programme, 24/7 GP access, iFeel app for mental wellbeing support, eye test & glasses allowance

Planet-friendly perks: EV salary sacrifice scheme (CarWow)

Career growth: Learning & development resources via Go1 platform, in-house LMS

Inclusivity at GRIDSERVE

GRIDSERVE is an inclusive employer, committed to ensuring equitable opportunities for all.

We welcome applicants from every background, including those from under-represented and marginalised groups, and believe that diversity of thought fuels innovation and nurtures talent.

To support this, we guarantee interviews to all qualified disabled candidates who meet the essential criteria for the role.

Even if you don’t meet every requirement listed, we encourage you to apply — you may be the right fit for this role or for future opportunities.

#InclusiveHiring #NetworkAnalyst #HybridWork #GRIDSERVE