Customer Experience Manager

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

Customer Experience Lead | £65,000 | Hybrid / Remote-First

Cheshire / Chester area – typically 1 day per week in the office, with flexibility depending on business needs

Up to £65,000 + Benefits

Help shape customer experience across an evolving digital product ecosystem.

We're partnering with an established and growing technology-led organisation looking to appoint a Customer Experience Lead to take ownership of how customers and users experience its products, platforms and services.

This is not simply a UX research or UI design position.

We're looking for someone who can step back and see the bigger picture: someone who understands how customer journeys, digital products, operational processes, technology and different business teams all connect.

You’ll work across multiple products and customer touchpoints, identifying friction, challenging assumptions and helping the organisation understand not only what customers are experiencing, but why – and what should be done about it.

The ultimate goal is to create a more consistent experience, reduce customer friction and embed customer-led thinking into product development and decision-making.

What we’re looking for

At the heart of this position is systems thinking.

You'll need to be comfortable looking beyond an individual screen, feature or customer interaction and understanding an experience end-to-end.

That could mean mapping a journey across multiple products, teams and processes; understanding where technology or operational constraints are creating friction; identifying the root cause of a customer problem; and bringing different stakeholders together around an improvement.

We're particularly interested in people who naturally ask:

Why is this happening?

What problem are we actually trying to solve?

What evidence do we have?

How does this part of the journey affect everything around it?

What outcome are we trying to create?

How will we know whether we've improved it?

The role

You’ll become a central voice for Customer Experience, working closely with Product, Engineering/Development, Commercial and Operations.

Your responsibilities will include:

• Mapping and continually improving complex end-to-end customer and user journeys.
• Identifying friction across multiple products, processes and touchpoints.
• Using service design and systems-thinking approaches to understand how customer experience connects with operational processes and technology.
• Leading discovery to understand problems and root causes before moving towards solutions.
• Conducting and overseeing customer research, usability testing and insight gathering.
• Combining qualitative research with quantitative and behavioural data to inform decisions.
• Establishing UX/CX principles and driving consistency across digital products.
• Embedding customer experience thinking into Product discovery and delivery.
• Creating rapid feedback loops so that learning continues after products and features launch.
• Tracking meaningful measures including adoption, engagement, completion, satisfaction, customer effort and friction.
• Translating data and insight into action, rather than simply producing reports or dashboards.
• Facilitating workshops and bringing cross-functional teams together around shared customer problems.
• Communicating recommendations and influencing senior stakeholders.
• Championing customer-centric thinking across the wider organisation.

The existing role specification places particular emphasis on journey mapping, research, usability testing, data-led prioritisation and becoming the central coordination point for experience across multiple products and teams.

What good looks like

We're looking for someone who is problem-led rather than solution-led.

You'll be naturally curious and comfortable challenging the initial brief. Rather than immediately designing a feature or recommending a solution, you'll want to understand the underlying customer problem, validate its importance and explore the wider system around it.

You'll also be outcome-focused.

Success isn’t producing a journey map, completing a research project or launching a new experience. It’s being able to demonstrate that the work resulted in something meaningful – reduced friction, increased adoption, improved completion, changed customer behaviour or delivered a measurable commercial/customer outcome.

You’ll understand that launch isn’t the end of the process. You'll use ongoing customer feedback, research and behavioural insight to understand what's working, what isn't and where to iterate next.

Experience we’re particularly interested in

You’ll ideally bring strong experience across several of the following:

• Customer Experience / User Experience leadership
• Systems thinking
• User research and usability testing
• Behavioural/customer analytics
• UX/CX metricsEvidence-led prioritisation
• Workshop facilitation
• Cross-functional stakeholder leadership
• B2B or B2B2C digital products

The formal specification calls for someone who can map and optimise complex, multi-product journeys, identify root causes of friction, use research and data to drive decisions and influence Product, Development and Commercial stakeholders.

Experience in complex or regulated environments would be particularly valuable.

That could include sectors such as:

Financial Services | FinTech | LegalTech | Insurance | Mortgages | Property | SaaS | Utilities | Healthcare | Government

We’re interested in people who understand that sometimes complexity can’t simply be designed away. Great customer experience can also mean helping users confidently navigate complicated processes, rules and decisions.

Data matters – but what you do with it matters more

Strong experience with customer research, metrics, dashboards and analytics is valuable, but we’re looking for someone who goes beyond reporting.

You’ll need to demonstrate how you’ve taken insight and turned it into:

We want someone who can connect individual data points to the broader customer and business problem.

You’ll need to be an influencer

This role won’t own every team or product involved in the customer journey.

You’ll therefore need to influence without relying on hierarchy.

You should be comfortable bringing together Product, Engineering, Operations, Commercial and other stakeholders, facilitating difficult conversations and creating alignment around what is best for the customer and business.

The role requires someone collaborative, insight‑led and outcome‑driven who can balance the ideal customer experience against genuine commercial and delivery constraints.

Who will thrive here?

Someone who is:

Curious – you naturally probe beneath the initial answer.

Strategic – you can see connections across an entire ecosystem.

Customer‑led – but commercially pragmatic.

Evidence‑driven – research and data inform your judgement.

Action‑oriented – insight needs to result in change.

Collaborative – you bring people with you rather than operating in isolation.

Comfortable with ambiguity – you don’t need the problem or solution neatly defined before you start.

A strong storyteller – you can make complex customer problems understandable to senior stakeholders.

Continuously learning – you’re happy to test, learn, challenge assumptions and change direction when the evidence tells you to.

Cheshire / Chester area

Remote-first / Hybrid – typically around 1 day per week in the office