Customer Experience Architect

Babble-Cloud; Burton upon Trent; On-site; GBP 42,000 - 60,000; Full time

Job summary

Babble is seeking a Customer Experience Manager (CXM) to own end-to-end customer journeys across dedicated accounts and oversee the customer experience from initial engagement to post-purchase support, driving satisfaction, retention and loyalty.

Reporting to the Senior Customer Experience Manager, you will collaborate with cross‑functional teams to reduce churn and understand customer personas, turning feedback into actionable account management actions.

Qualifications

• The CXM is responsible for end‑to‑end customer experience across dedicated accounts.
• Oversee and continuously improve the customer journey from initial engagement through post‑purchase support.
• Role covers all customer interactions, driving satisfaction, retention and long‑term loyalty.

Responsibilities

• Champion opportunities to continuously improve the Babble brand experience.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Develop a deep understanding of each customer persona and their specific needs.
• Gather real‑time customer feedback and ensure insights are incorporated into account management activity.
• Ensure CSAT scores across the customer base remain above 4, actively managing both positive and negative responses.

Job description

Babble is seeking a Customer Experience Manager (CXM) to own end-to-end customer journeys across dedicated accounts and oversee the customer experience from initial engagement to post-purchase support, driving satisfaction, retention and loyalty.

Reporting to the Senior Customer Experience Manager, you will collaborate with cross‑functional teams to reduce churn and understand customer personas, turning feedback into actionable account management actions.