Customer Experience Lead - End-to-End, Systems-Driven

GBV Ltd; Chester; Hybrid; GBP 59,000 - 72,000; Full time

Job summary

GBV Ltd in Cheshire is seeking a Customer Experience Lead to own end-to-end journeys across digital products, collaborating with Product, Engineering, Commercial and Operations.

This role is grounded in systems thinking, research, data-led prioritisation and driving customer-led decisions to deliver measurable improvements in adoption, engagement and satisfaction across multiple products and teams.

Qualifications

• End-to-end customer journeys across multiple products.
• Strong evidence-led prioritisation and decision making.
• Experience applying service design to complex ecosystems.
• Ability to translate insights into actions across teams.

Responsibilities

• Map and continually improve complex end-to-end customer journeys.
• Identify friction across products, processes and touchpoints.
• Use service design and systems-thinking to connect CX with ops and tech.
• Lead discovery to understand root causes before solutions.
• Conduct and oversee customer research, usability testing and insights.
• Combine qualitative research with quantitative data for decisions.
• Establish UX/CX principles and drive consistency across products.
• Embed customer thinking into product discovery and delivery.
• Create rapid feedback loops post-launch to continue learning.
• Track adoption, engagement, completion, satisfaction and friction.
• Translate data into actionable recommendations for stakeholders.
• Facilitate workshops and align cross-functional teams.
• Communicate recommendations to senior stakeholders.

Skills

Systems thinking

CX leadership

User research

Usability testing

Data analytics

Stakeholder facilitation

Job description

GBV Ltd in Cheshire is seeking a Customer Experience Lead to own end-to-end journeys across digital products, collaborating with Product, Engineering, Commercial and Operations.

This role is grounded in systems thinking, research, data-led prioritisation and driving customer-led decisions to deliver measurable improvements in adoption, engagement and satisfaction across multiple products and teams.