Manager – Customer Experience

We are seeking a Customer Experience Manager for Europe to own how we measure, understand, and articulate our end-to-end customer experience. The ideal candidate will have 5+ years' experience in Customer Experience, Customer Insights, VoC, or customer-led analytical roles.

Requirements

• Own and evolve customer listening and VoC frameworks across all digital, operational, and partner touchpoints.
• Lead root cause analysis (RCA) on customer feedback, complaints, and operational data to identify drivers of friction, churn, and loyalty.
• Produce clear, prioritised insight linking customer experience to outcomes such as NPS, CSAT, complaints, retention, and CLV.
• Translate complex data into compelling customer stories that influence senior stakeholders and decision-making.