Customer Experience (CX) Lead

DesignerStudio; Birmingham; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading manufacturing company is seeking a Customer Experience (CX) Lead in Birmingham to enhance customer journey quality while collaborating across teams. The role emphasizes outstanding communication, project management, and leveraging data to drive improvements. Ideal candidates will possess customer-facing experience in a cross-functional setting. This position offers a salary between £40,000 and £45,000 per annum and focuses on fostering a customer-first culture in a rewarding environment.

Qualifications

• Proven experience in a customer-facing role.
• Strong understanding of end-to-end supply chain processes.
• Excellent communication skills and ability to influence teams.

Responsibilities

• Act as the voice of the customer across functions.
• Lead root cause analysis for customer issues.
• Drive customer-focused improvement projects.

Skills

Customer-facing experience

Problem-solving

Communication skills

Project management

Data analysis

Tools

CRM systems

ERP systems

Analytics dashboards

Job description

Job Title – Customer Experience (CX) Lead

Location – Birmingham/Hybrid – travel to other UK sites

Salary – £40,000 to £45,000 per annum

Overview

Bridge Recruitment is working with a leading manufacturing company that is a leader in its field. We have an exciting new role, where we are looking for a Customer Lead person who can come in and make a difference. Are you passionate about delivering outstanding customer experiences and making things work better across teams? We’re looking for a strategic yet hands‑on Customer Experience Lead to put the customer at the heart of everything we do.

What You’ll Be Doing

In this pivotal role, you’ll act as the voice of the customer, working cross‑functionally with planning, logistics, quality, and production teams to deliver a seamless, high‑quality end‑to‑end customer journey. If you thrive on problem‑solving, collaboration, and continuous improvement and see digital transformation as an opportunity rather than a challenge, this role is for you.

Customer‑Centric Strategy

Champion the customer across the organisation, using feedback, data, and frontline insight to shape service strategies that improve satisfaction and retention.

Cross‑Functional Collaboration

Partner with planning, logistics, quality, and production teams to ensure customer needs are understood, prioritised, and consistently delivered.

Issue Resolution & Escalation

• Lead root cause analysis for customer complaints, delays, or quality issues.
• Implement corrective actions and clearly communicate outcomes to stakeholders.

Continuous Improvement

Identify pain points across the customer journey and lead initiatives that streamline processes, remove inefficiencies, and enhance the overall experience.

Project Management

Drive customer‑focused improvement projects from concept through to execution, ensuring clear milestones, engagement, and measurable results.

Communication & Reporting

• Communicate confidently with both internal teams and external customers.
• Prepare clear, insightful reports on CX performance, trends, and initiatives for senior leadership.

Digital Transformation

Promote and adopt digital tools such as CRM systems, self‑service platforms, and analytics to improve visibility, interaction, and data‑driven decision‑making.

What We’re Looking For

• Proven experience in a customer‑facing, operational, or cross‑functional role (e.g. Customer Experience, Logistics, Planning, Quality).
• Strong understanding of end‑to‑end supply chain and customer fulfilment processes.
• Excellent communication skills with the ability to influence and align diverse teams.
• Demonstrated problem‑solving and root cause analysis skills.
• Solid project management experience with the ability to juggle multiple priorities.
• Confidence working with data and systems such as CRM, ERP, and analytics dashboards.

Why Join?

This is a fantastic opportunity to make a real impact, shaping customer experience at a strategic level while staying close to day‑to‑day operations. You’ll be empowered to challenge the status quo, drive meaningful change, and help build a truly customer‑first culture.

Ready to Lead the Customer Journey?

Apply now and help us deliver experiences that make a difference.