Customer Experience Architect

policyexpert; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

London Hybrid work mode (50/50)

Pension contributions matching up to 7

Private medical & dental cover

Learning budget £1,000/year

Enhanced maternity & paternity

Travel season ticket loan

Wellbeing programme

Prayer room in Office

Job summary

Policy Expert in London is seeking a Customer Experience Manager to lead improvements across the customer lifecycle. You will turn insights into practical changes, shaping journey communications, product pages and governance.

Reporting to the Customer Experience Lead, you will work with Retail, Technology, Service & Operations to balance customer outcomes with regulatory expectations and commercial goals. This role offers a 50/50 hybrid work arrangement in London.

Qualifications

• Experience improving customer journeys and customer experience programmes.
• Comfort working across multiple teams to turn insight into action.
• Excellent data review and problem-solving abilities.

Responsibilities

• Mapping, documenting and managing customer journeys across key interactions.
• Identifying and delivering customer experience improvements from feedback and insights.
• Developing lifecycle communication briefs to improve engagement and retention.
• Managing customer journey communications across emails, webpages, scripts.
• Managing customer-facing product webpages for accuracy and effectiveness.
• Conducting consumer understanding reviews and testing activity.
• Updating communication governance and compliance oversight.
• Championing fair treatment and positive outcomes for vulnerable customers.

Skills

Customer journey optimization

Data analysis

Stakeholder management

Communication skills

Regulatory compliance

Vulnerable customer awareness

Job description

Policy Expert in London is seeking a Customer Experience Manager to lead improvements across the customer lifecycle. You will turn insights into practical changes, shaping journey communications, product pages and governance.

Reporting to the Customer Experience Lead, you will work with Retail, Technology, Service & Operations to balance customer outcomes with regulatory expectations and commercial goals. This role offers a 50/50 hybrid work arrangement in London.