Customer Experience Lead, Connected Workspaces

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

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Eye care scheme

Wellbeing programmes

Job summary

Wavenet is seeking a Customer Experience Manager to own the in-life experience across a flex workspace cluster within the Wavenet Connected division. You will act as the primary liaison for landlords, centre managers and key stakeholders, ensuring premium digital-first journeys for operators and tenants across multiple sites.

You will monitor Wi‑Fi quality and performance, coordinate with Delivery, Support and Customer Success, and drive improvements with product and engineering teams to meet

Qualifications

• Proven experience in customer experience, service management or customer success.
• Experience working with telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast-paced environment.

Responsibilities

• Own in-life customer experience across an allocated flex workspace cluster.
• Act as primary relationship owner for landlords, centre managers and key stakeholders.
• Ensure premium, digital-first customer journeys for operators and tenants.
• Conduct service reviews, performance deep-dives and continuous improvements.
• Monitor site-level service performance, Wi‑Fi quality and uptime.
• Coordinate with Delivery, Support and Customer Success to resolve escalations.
• Drive cross-functional improvements and meet KPIs.

Skills

Customer experience

Service management

Stakeholder management

Multisite management

Communication

Data analysis

Tech/telecoms knowledge

Job description

Wavenet is seeking a Customer Experience Manager to own the in-life experience across a flex workspace cluster within the Wavenet Connected division. You will act as the primary liaison for landlords, centre managers and key stakeholders, ensuring premium digital-first journeys for operators and tenants across multiple sites.

You will monitor Wi‑Fi quality and performance, coordinate with Delivery, Support and Customer Success, and drive improvements with product and engineering teams to meet