Customer Experience Team Leader

Everyman Driving; Dunsfold; On-site; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Employee discounts on driving experiences

Company pension

Sick pay

Regular team events

Job summary

A leading driving experience provider in the UK is looking for a Customer Experience Team Leader to enhance and lead their Customer Experience team. This role aims to design better customer journeys by effectively integrating AI and automation to improve interactions. Key responsibilities include leading the team, analyzing feedback for continuous improvement, and motivating staff. Ideal candidates will have experience in customer journey design and strong leadership skills. The position is based in Dunsfold, England.

Qualifications

• Proven experience in Customer Experience or journey design.
• Strong leadership capabilities to guide teams effectively.
• Proficient in using AI and automation for improvements.

Responsibilities

• Lead and support the Customer Experience team effectively.
• Design and improve customer journeys and experiences.
• Analyze feedback for continuous improvement.

Skills

Customer experience design

Team leadership

AI tools and automation

Problem analysis

Organizational skills

Job description

Overview

Salary: Competitive, dependent on experience

Hours: Monday – Friday, plus two Saturdays per month

(Saturday worked will be taken as a weekday off in lieu or paid in addition to salary)

About Everyman Driving Experiences

We’re the UK’s leading provider of supercar and motorsport driving days. With 24+ circuits nationwide, 400+ events each year, and a fleet of 300+ high-performance cars, we create unforgettable experiences for thousands of customers every season.

As we continue to scale, we’re investing heavily in how customers experience Everyman Driving at every touchpoint - before, during, and after their event. This role plays a key part in shaping that journey.

The role

We’re looking for a Customer Experience Team Leader to lead, develop, and evolve our in-house Customer Experience team. This is not a traditional customer service role.

You won’t just be reacting to enqueries - you’ll be actively designing better customer journeys, removing friction, and using technology (including AI and automation) to make the experience smoother, faster, and more intuitive for both customers and the team.

You’ll lead the team day-to-day while also getting hands-on with improving systems, processes, and communication across the business.

What You’ll Be Doing

• Leading, motivating, and supporting the Customer Experience team, setting clear standards and priorities
• Owning the end-to-end customer journey, from booking through to post-event follow-up
• Identifying friction points and turning them into practical, measurable improvements
• Using AI tools, automation, and smart workflows to reduce repeat contact and improve response times
• Coaching team members to deliver confident, empathetic, and proactive customer interactions
• Analysing feedback, trends, and recurring issues to drive continuous improvement
• Working closely with Events, Operations, and Hospitality teams to create joined-up communication
• Handling escalated or complex customer cases when needed
• Providing cover on two Saturdays per month in line with customer demand

Who we’re looking for

• Proven experience in Customer Experience, CX, or customer journey design (team leadership experience is a strong advantage)
• A clear understanding of the difference between customer experience and customer service
• Comfortable using AI tools, automation platforms, or workflow systems to improve outcomes
• Confident analysing problems, spotting patterns, and designing smarter ways of working
• A calm, confident leader who brings clarity and direction to a fast-moving team
• Highly organised, proactive, and able to juggle multiple priorities
• Comfortable in a fast-paced, customer-facing environment
• Happy to be office-based at Dunsfold

What you’ll get

• Real influence over systems, automation, and ways of working
• Employee discounts on driving experiences for you, friends, and family
• Company pension, sick pay, and regular team events
• A collaborative, forward-thinking environment where ideas don’t just get heard - they get built

If you love designing better journeys, enjoy leading people, and get excited about using AI and automation to make work smarter (not harder), we’d love to hear from you.