Manager – Customer Experience Journey & Innovation

SquareTrade Inc. is seeking a Manager – Customer Experience Journey & Innovation to join the London office. This position centers on raising customer satisfaction and shaping how customers interact with the company at every stage. Role overview The manager leads initiatives to improve the customer journey, using feedback and data to uncover pain points and set new strategies. The goal: strengthen each step of the customer experience and support innovative thinking across the organization. What you will do Direct projects aimed at enhancing customer experience across all touchpoints Analyze customer feedback to find opportunities for improvement Create and implement strategies to address pain points Collaborate with teams throughout the company to ensure a seamless journey Promote innovation and share best practices within the organization Collaboration This role works closely with cross-functional partners to deliver a consistent and improved customer journey. Fostering a culture that welcomes new ideas and ongoing improvement is an important part of the job.

Role Overview PA Consulting Group is seeking a Customer Experience Strategist in London. This role focuses on shaping and improving client customer journeys through research, analysis, and practical strategy. What You Will Do Analyze customer insights to identify pain points and opportunities Develop strategies to improve customer satisfaction and loyalty Implement solutions that put the customer at the center of business decisions Work closely with cross-functional teams to deliver projects Conduct market research to inform recommendations Use data analytics to guide and measure customer-focused initiatives Location This position is based in London.

Join SquareTrade as a Customer Experience Manager and lead initiatives that enhance our customer service strategies. In this pivotal role, you will be responsible for developing and implementing processes that improve customer satisfaction and drive operational excellence. Your leadership will guide our team towards delivering exceptional customer experiences, ensuring our clients feel valued and supported.

INEOS Automotive has built a reputation for direct, practical innovation in the automotive industry. From the initial vision of a no-nonsense 4x4, the company now delivers vehicles like the Grenadier to customers worldwide and is developing the Quartermaster double cab pickup. Partnerships with established industry leaders and a dedicated global team have fueled this progress. The company values determination and a willingness to challenge norms. With a diverse team of around 1,500 people representing 44 nationalities across 10 locations, collaboration and a drive to achieve ambitious goals are central to the culture. Role overview The Marketing Manager for Digital Experience and Customer Experience will shape and execute the global strategy for INEOS Automotive’s digital presence. This role centers on optimizing the website and CRM systems to meet customer expectations, support the consideration process, and drive conversions such as test drive bookings, quote requests, finance inquiries, and dealer contacts. What you will do Develop and refine digital experience strategies that support business growth. Implement and manage global customer experience initiatives. Increase website conversion rates and improve key performance indicators. Track and analyze website health metrics, including SEO, bounce rates, and user engagement. Work closely with agency partners to ensure effective project delivery. Oversee email marketing performance and manage automated messaging within resource limits. Lead digital marketing campaigns and drive lead generation activities. Requirements Experience managing digital website operations, optimization, and development for multiple markets and languages. Strong background in CRM systems, including building automated programs for prospect nurturing and customer retention. Self-driven and proactive, able to move initiatives forward independently. Knowledge of optimizing global, multi-market websites and developing effective content. Proven project management abilities and skill in prioritizing tasks. Comfortable adapting to changing business needs and environments. Excellent communication skills, able to connect technical and non-technical teams. This position is based in London, England, United Kingdom.

Role Overview Position: Senior Performance Manager - Customer Experience Location: London – The River Building HQ Working Pattern: Hybrid Deliveroo’s Customer Care team supports customers, riders, and restaurant partners with thoughtful, efficient, and empathetic service. The team handles live issues, improves proactive support, and uses data insights to drive continuous improvement. Service excellence is a core value across the marketplace. The Senior Performance Manager joins the Marketplace Support & Service Excellence group. This role focuses on ensuring fair, timely, and high-quality resolutions for all users, especially during critical moments. What You Will Do Shape performance strategy as part of the Customer Experience & Integrity (CXI) team. Maintain operational health by going beyond surface-level reporting to understand marketplace dynamics. Contribute to continuous improvement initiatives that enhance customer, rider, and partner experiences. Champion service quality and support excellence at every touchpoint. About Deliveroo Deliveroo is committed to reshaping how people shop and eat. The company values service excellence and works to provide meaningful support for everyone in its marketplace.

At NiCE, we refuse to limit our challenges; instead, we constantly challenge our boundaries. We are ambitious innovators, striving to be game changers, and we are fully committed to winning. Our standards are set exceptionally high, and we consistently execute beyond those expectations. If you share our passion, we have an incredible career opportunity awaiting you that will ignite your enthusiasm.What does the role entail?We are in search of a Product Manager to lead and manage the development of our Customer Experience Automation and Analytics products, with a keen emphasis on data, analytics, and intelligent automation, including AI-powered solutions.In this position, you will collaborate closely with engineering, data science, and go-to-market teams to pinpoint customer challenges, define product strategy, and deliver valuable, high-quality solutions. This role is ideal for someone adept at navigating the entire product lifecycle from discovery to launch while balancing customer needs with technical constraints and commercial objectives.How will you create impact?Lead the product roadmap for designated CX automation, analytics, and intelligent capabilities (including AI), from discovery through launch and subsequent iterations.Engage with customers, partners, and internal stakeholders to identify issues, validate opportunities, and outline clear objectives.Convert customer and business needs into well-defined product specifications, user stories, and prioritized backlogs.Collaborate closely with engineering and data science teams to develop solutions that are both technically robust and commercially viable.Prioritize features, improvements, and bug fixes based on customer value and effort required.Serve as a product expert and advocate, assisting internal teams (Sales, Services, Support) and interacting directly with customers as required.Support product launches, including positioning, enablement, and post-launch feedback mechanisms.Stay informed about market trends, competitors, and emerging technologies in AI, data, analytics, and automation, integrating insights into product strategy.

About Us:At Industrious, we pride ourselves on being the premier provider of premium workplace-as-a-service, recognized for maintaining the highest-rated workplaces in the industry. Our mission is to foster great working days for teams of all sizes, including our own. We believe that exceptional workplace experiences stem from the people we collaborate with and the challenges we tackle together. If you thrive in a collaborative environment that encourages innovative thinking and celebrates achievements, we want you on our team.We value authenticity and diversity. Our commitment to creating an inclusive and respectful environment is critical to our success. We embrace individuality and celebrate the uniqueness of each team member, understanding that great things happen when we unite as one team.Discover more about us at www.industriousoffice.com/careers.Role Overview:As a Member Experience Manager, you will be the essential problem solver, experience enhancer, and connector within our community. You will manage your own location, utilizing your business acumen to coordinate operations and communications effectively. Your confidence allows you to engage with executives and your enthusiasm for networking will help build relationships within the broader business community. You will take pride in representing Industrious and identifying potential new members, all while ensuring they have an exceptional workday. Your inquisitive nature will drive your success in our consultative sales approach, allowing you to uncover and meet the needs of others. You will also orchestrate remarkable events, loving the behind-the-scenes effort it takes to bring them to life. Your commitment to helping others is what sets you apart.Join us at Industrious, where we are redefining productivity through innovative workplace experiences.Extraordinary achievements require a team of thoughtful collaborators who think beyond conventional boundaries. Come be a part of our journey.

Harry’s is a men’s grooming brand offering shaving, body, hair, and skincare products. Since 2013, the company has grown into the world’s second-largest shaving brand, delivering grooming essentials directly to consumers and working to improve men’s access to mental health resources. Harry’s is part of Mammoth Brands, which focuses on building brands that address real needs and support communities. Role overview This full-time Customer Experience Associate position is based in London, UK. The role follows a hybrid schedule, with three days each week in the Soho office. Candidates must live in the United Kingdom and be fluent in both German and English. The workweek includes either Saturday or Sunday as a regular day on the schedule. Customer Experience Team The team serves as the voice of Harry’s, handling direct interactions with customers and ensuring every contact reflects the brand’s values. Team members share feedback from customers to help shape future products and services. What you will do Provide responsive, thoughtful support to customers across various channels Serve as a subject matter expert on Harry’s products and company policies Resolve issues and answer questions, building genuine connections with customers Work closely with a collaborative, compassionate team Support customers in the US, Canada, UK, EU, and other regions

Role overview Quince is seeking a Customer Experience Specialist to join the team in the United Kingdom. This position centers on supporting customers, addressing their needs, and ensuring a smooth experience with Quince’s products and services. Specialists engage directly with customers, answer questions, and help them find solutions. What you will do Communicate with customers to resolve inquiries and provide accurate information Listen carefully to concerns and offer solutions that leave customers satisfied Strive to make every customer interaction positive and memorable Contribute to Quince’s commitment to outstanding service Requirements Strong communication and listening skills Empathy and patience when working with customers Interest in customer service Motivation to help improve the customer experience at Quince

Mammoth Brands, headquartered in London and formerly known as Harry's Inc., develops and supports well-known consumer brands such as Harry’s, Flamingo, Lume, Mando, and Coterie. Since 2013, the company has emphasized direct relationships with customers and strives to create products that address genuine needs. Mammoth Brands also maintains a strong commitment to community impact, having donated over $20 million to nonprofit partners. Role overview This full-time Customer Experience Associate position is based in London, UK. The role requires working from the Soho office at least three days a week and includes weekend shifts. Candidates must live in the United Kingdom and be fluent in both German and English. Customer Experience Team The team focuses on connecting customers with Mammoth Brands’ products, making each interaction as smooth and positive as possible. Team members listen to feedback and collaborate to improve every customer’s experience. What you will do Deliver outstanding service to customers across multiple communication channels Apply problem-solving skills and empathy to build strong connections with customers Work closely with colleagues to represent Mammoth Brands’ values in every interaction Requirements Fluency in both German and English Residence in the United Kingdom Ability to work from the Soho, London office at least three days per week Willingness to work weekends

Artsy is seeking a passionate Senior Customer Experience Specialist to enhance our customer interactions and drive satisfaction. In this pivotal role, you will be responsible for analyzing customer feedback, developing strategies to improve our services, and ensuring our customers have the best possible experience with our platform.

Join cybersmart as a Customer Experience Agent (CXA) where you will leverage your technical skills and customer service passion to redefine the support landscape. This role transcends conventional Level 1 support, as our CXAs are dedicated customer advocates, fostering trust and loyalty at every interaction.As the initial point of contact for our customers, you will expertly guide them through technical challenges, product usage, and certification processes while identifying potential churn indicators and facilitating valuable conversations. You will collaborate with teams across Product, Sales, and Customer Success to deliver an unparalleled customer experience.Key ResponsibilitiesCustomer Support & Technical Assistance Act as the primary contact for customer and partner inquiries through chat, email, phone, and video. Deliver technical assistance for Windows, macOS, and mobile platforms, including software installations, CE+ processes, and troubleshooting. Conduct support and enablement sessions via Google Meet, Teams, or phone to assist users with setup and issues. Escalate intricate or unresolved problems to senior support staff while keeping the customer informed throughout the process. Customer Experience & Engagement Ensure all customer interactions are empathetic, professional, and result-oriented. Guide users through crucial lifecycle moments—onboarding, certification, and renewals—ensuring clarity and ownership. Proactively detect customers at risk (e.g., low engagement, recurring issues) and connect with relevant internal teams. Handle cancellation or downgrade requests thoughtfully, identifying potential retention opportunities and aiding Customer Success Managers in follow-up. Documentation & Knowledge Sharing Create and update clear, user-friendly help guides, how-tos, and FAQs to minimize support friction. Contribute to internal knowledge bases and playbooks to ensure high-quality support consistency across the team. Maintain accurate case records in the CRM, including tags, classifications, and customer context. Insights & Continuous Improvement Gather and relay customer feedback, usage trends, and product friction points to CX and Product teams. Participate in team retrospectives, quality assurance sessions, and process enhancement initiatives. Support Voice of the Customer efforts, CSAT/NPS feedback loops, and churn pattern analysis. Exhibit natural curiosity, persistently seeking to understand the underlying reasons and striving for innovative solutions. Cross-Functional Collaboration Partner with Customer Success and Account Managers to align on priority accounts and provide a cohesive experience. Assist in managing Cyber Essentials Plus audits and compliance processes.

Role overview Talan is hiring a Back-Office Digital Portal Business Analyst in London. The focus of this position is to enhance the onboarding journey for new users by refining digital solutions and ensuring a smooth start for each person joining the platform. Key responsibilities Collaborate with teams from multiple departments to gather and clarify requirements for the digital portal. Analyze user feedback to spot pain points and suggest improvements. Contribute to strategies that boost user engagement and satisfaction throughout the onboarding process. Collaboration This role requires frequent interaction with colleagues from various functions. The goal is to align onboarding processes with both user needs and broader business objectives.

Runna is building a dedicated platform for runners, offering training, coaching, and community through a specialized app. With a recent $6.5M funding round and recognition as a global finalist for Apple's iPhone App of the Year in 2024, Runna has joined Strava as of 2025. The company is focused on becoming the top training platform for runners worldwide. This is a chance to join the Customer Experience team in London, where the focus is on delivering thoughtful support to the running community. The team works closely with colleagues around the world to ensure every customer receives consistent and attentive care. What you will do Customer Support on Intercom: Respond to customer questions through the in-app platform. Help users get the most from the Runna App, supporting their training and running goals. Technical & Coaching Escalations: Assist with technical and coaching queries, such as troubleshooting run syncs with Strava or explaining training concepts. Training will be provided to handle these requests confidently. Help Centre Content: Write FAQ and help articles, drawing on personal running knowledge to improve the resources available to the community. Team environment Work alongside a mission-driven group committed to raising the standard of support in health and fitness. The team values collaboration and aims to make a meaningful impact for runners everywhere.

Founded in 1971 in Somerset, England, Mulberry has established itself as an iconic British lifestyle brand, celebrated globally for its unparalleled quality and design that embodies the Mulberry Spirit.With sustainability ingrained in our ethos since day one, we are proud to have achieved B Corp Certification in 2024, reflecting our commitment to a purpose-driven approach.While we have transformed into a global brand, our core values remain intact; we prioritize enhancing our impact on both people and the planet. Our team is characterized by honesty, dynamism, and a strong sense of community.If you resonate with these values, we invite you to become part of our team.At Mulberry, our Assistant Managers are known as 'People and Experience Leaders.' This role demands a passion for people, a commitment to delivering exceptional customer experiences, and a willingness to grow both personally and professionally. We encourage you to become an expert in your field and actively contribute to our 'Back to the Mulberry Spirit' strategy.Key Responsibilities:Collaborate with the Store Leader to cultivate an exceptional team:Foster a high-performing team where diversity is celebrated and every member feels valued, respected, and included, championing equity, empathy, and understanding in every interaction.Encourage dynamic discussions, welcoming ideas and diverse perspectives to drive creativity and collaboration.Create a culture that embraces honest feedback, recognizing successes, coaching, and providing challenges for growth.Maintain an unwavering focus on customer satisfaction:Nurture a welcoming and enjoyable atmosphere for customers and team members alike.Commit to delivering engaging and memorable customer experiences in your store, inspiring your team to do the same.Stay culturally attuned to how Mulberry integrates into the broader context of life and art, utilizing this understanding to enhance customer interactions.

Founded in 1971, Mulberry is rooted in Somerset, England. Over the past fifty years, we have evolved into a globally recognized British lifestyle brand, celebrated for our exceptional quality and design that embodies the Mulberry Spirit.Sustainability has been integral to Mulberry's philosophy since our inception. In recognition of our commitment to a purpose-driven approach, we proudly achieved B Corp Certification in 2024.While we have grown into a global brand, our core values remain unchanged; we are committed to enhancing our positive impact on both people and the planet. Our team embodies honesty, dynamism, and a spirit of community.If these values resonate with you, we would love for you to join our team.At Mulberry, we refer to our Assistant Managers as 'People and Experience Leaders' because we seek individuals who are passionate about fostering relationships, dedicated to delivering an extraordinary customer experience, and eager to grow personally and professionally. We encourage you to become an expert in your field and actively contribute to our 'Back to the Mulberry Spirit' strategy.Key Responsibilities:Team Development:- Collaborate with your Store Leader to develop a high-performing team that values diversity and ensures every individual feels respected, included, and valued. Advocate for equity, empathy, and understanding in all interactions.- Foster dynamic discussions and welcome diverse perspectives to inspire creativity and collaboration.- Cultivate a culture that embraces constructive feedback; acknowledge achievements, coach effectively, and motivate your team.Customer Focus:- Create a warm and enjoyable atmosphere for both customers and team members.- Commit to providing an engaging and unforgettable customer experience, inspiring your team to do the same.- Stay culturally attuned; understand how Mulberry integrates into the wider context of life and art around us.

Established in 1971, Mulberry has its roots in Somerset, England, and has evolved into a renowned British lifestyle brand celebrated globally for its dedication to quality and design that embodies the unique Mulberry Spirit.Sustainability has been at the heart of Mulberry since its inception. In 2024, we proudly achieved B Corp Certification, underscoring our commitment to purpose-driven practices that positively influence society and the environment.As a global brand, our core values remain steadfast; we are dedicated to enhancing our impact on individuals and the planet. Our team embodies honesty, dynamism, and community spirit, and we seek like-minded individuals to join us.At Mulberry, our Assistant Managers are referred to as 'People and Experience Leaders' because we value a passion for people, a commitment to delivering outstanding customer experiences, and a willingness to learn and grow. We encourage you to become an expert in your field and actively contribute to our 'Back to the Mulberry Spirit' strategy.What we are looking for:You will collaborate closely with your Store Leader to build an exceptional team:- You will help create a high-performing team that celebrates diversity and ensures every individual feels valued, respected, and included. Championing equity, empathy, and understanding in all interactions is essential.- You will foster dynamic discussions, welcoming new ideas and various perspectives to enhance creativity and collaboration.- You will cultivate a culture of honest feedback, recognizing achievements, providing coaching, and embracing challenges.You will maintain a strong customer focus:- You will create a welcoming and enjoyable atmosphere for both customers and team members.- You will be dedicated to providing an engaging and memorable customer experience in your store and inspire your team to do the same.- Being culturally aware, you will understand how Mulberry integrates into the art and life surrounding us, using this insight to enrich the customer experience.

Role Overview Trustpilot is looking for a Digital Experience Manager (UX Developer) to lead the design and development of the customer-facing Help Centre and self-service ecosystem. This position sits within the Digital Customer Support team and plays a key part in shaping how customers interact with Trustpilot’s support resources. What You Will Do Own the end-to-end digital support experience for Trustpilot’s Help Centre and self-service tools. Blend front-end development with user experience design to create intuitive, effective support journeys. Implement and optimize solutions using Salesforce Experience Cloud and AI-ready frameworks. Work closely with the Digital Customer Support team to deliver on the "Smart Tools, Trusted Help" vision. Shape how customers find answers and interact with support content in a SaaS environment. Location This role is based in London. About Trustpilot Trustpilot is a profitable, high-growth FTSE-250 company operating the world’s largest independent consumer review platform. The company’s mission is to enhance trust globally by providing a space for honest customer feedback.

Join Our Ambitious Team to Shape the Future of Running TrainingAt Runna, we empower everyday runners to achieve their goals through our cutting-edge app, offering exceptional training, coaching, and a vibrant community for all levels—from improving your 5K time to preparing for your first marathon.With rapid growth following our recent $6.5M funding round in November 2023, led by JamJar and supported by Eka Ventures, Venrex, and Creator Ventures, we are on an exciting journey. In 2024, we were honored as one of three global finalists for Apple's iPhone App of the Year and were acquired by Strava in 2025!Our vision is bold: to become the premier global training platform for millions of runners worldwide. We seek passionate individuals to help us create something impactful, especially now with Strava's support propelling our mission forward. The Team You’ll Be Part Of:We are on the lookout for a Customer Experience Content & AI Knowledge Specialist to take charge of Runna’s Help Centre and knowledge management processes within our Customer Experience team.In this role, you will ensure that customers can quickly access clear and accurate information and that our AI systems are supported by well-organized, reliable knowledge. You will set the benchmarks for our published content, ensure its relevance, and develop a knowledge infrastructure that enhances the customer experience.Your Responsibilities:Oversee the Help Centre’s App & FAQ section comprehensively—focusing on information architecture, searchability, content quality, and ongoing enhancements.Craft, refine, and update content that enables customers to confidently self-serve, ensuring clarity, empathy, and excellent support outcomes.Implement streamlined governance to maintain content accuracy as our product evolves (including ownership, review cycles, verification processes, and change alerts).Prepare knowledge to be AI-ready—organize and manage content so that our AI tools can efficiently retrieve and deliver accurate responses.Utilize feedback mechanisms (search queries, contact reasons, article ratings, AI escalations, and agent feedback) to identify gaps and prioritize high-impact improvements.

As a Solution Innovation Specialist focusing on Product Innovation, you will play a pivotal role in driving innovative solutions that meet the evolving needs of our customers. Your expertise will guide product development, ensuring alignment with market trends and customer feedback.