Customer Experience Lead

Customer Experience Lead | £50,000 - £70,000 | UX, CX, Digital, Products

I am partnering with an innovative and growing organisation seeking a Customer Experience Lead to take ownership of the end-to-end customer and user experience across a portfolio of digital products and platforms.

This is an exciting opportunity for an experienced UX/CX professional who is passionate about creating seamless customer journeys, improving product adoption, and embedding customer-centric thinking throughout an organisation.

The Role

As the Customer Experience Lead, you will define and drive a consistent customer experience strategy across multiple products, platforms, and channels. You will identify customer pain points, optimise user journeys, and work closely with Product, Development, Commercial, and Operations teams to ensure customer experience principles are at the heart of product development and business decision-making.

You'll play a key role in improving adoption, engagement, satisfaction, and overall customer outcomes by translating customer insights and data into meaningful improvements.

Key Responsibilities:

Define and implement a clear UX/CX strategy across digital products and platforms.

Map, analyse, and continuously improve end-to-end customer and user journeys.

Identify and prioritise customer friction points and develop solutions to address them.

Establish and maintain UX standards, best practices, and design consistency across products.

Partner with Product teams to embed UX into discovery, design, and delivery processes.

Lead customer research, usability testing, and insight-gathering activities.

Use qualitative and quantitative data to drive experience improvements and prioritisation.

Ensure a consistent customer experience across multiple platforms and touchpoints.

Define, monitor, and report on key UX/CX performance metrics.

Serve as the central point of coordination for customer experience initiatives across teams.

Champion a customer-first culture throughout the organisation.

What We're Looking For Experience & Knowledge:

Strong understanding of UX and CX methodologies, including journey mapping, service design, and user research.

Knowledge of digital product design, usability, and accessibility principles.

Experience improving customer experiences across multiple products and user groups.

Understanding of customer needs and behaviours within complex digital environments.

Expertise in gathering, analysing, and applying customer insights.

Experience working within Agile product development environments.

Skills:

Ability to map and optimise complex customer journeys.

Strong analytical skills with the ability to identify root causes of customer friction.

Proven experience establishing and driving UX standards and best practices.

Ability to use research, data, and testing to influence decision-making.

Excellent stakeholder management and influencing skills.

Strong communication and presentation skills, including reporting to senior leadership.

Ability to balance customer needs with commercial objectives and delivery constraints.

Personal Attributes:

Customer-focused and passionate about delivering exceptional experiences.

Collaborative and able to build relationships across diverse teams.

Outcome-driven with a focus on measurable improvements.

Detail-oriented and committed to quality.

Insight-led, using evidence and data to inform decisions.

Proactive and continuously seeking opportunities for improvement.

Pragmatic and commercially aware.

Why Apply?

This role offers the opportunity to shape the customer experience strategy within a forward-thinking organisation where customer insight, innovation, and product excellence are highly valued. You'll have the chance to make a tangible impact on customer satisfaction, engagement, and business performance while working alongside talented cross-functional teams.

Interested?

For a confidential discussion or to apply, please get in touch with me directly. I'd be delighted to tell you more about my client and the opportunity!

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.