Customer Transformation Manager

Novuna; Newbury; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Bonus scheme

Company car or cash alternative – EV

Flexible hybrid working

25 days' holiday + bank holidays

Wellbeing package (BUPA, digital GP, E

Job summary

Novuna in the United Kingdom is seeking a leader for the Customer Experience team to shape how our customers interact with us and how insights translate into meaningful changes. You will drive improvements from discovery through to delivery, working with colleagues across the business to deliver tangible outcomes.

Reporting to the Head of Customer Experience Insight, you will champion digital innovation and develop a small team of two, fostering a culture of accountability, collaboration and

Qualifications

• Significant expertise in customer excellence, service improvement and customer-centric transformation.
• Data and insight confident to identify opportunities and drive decision-making.
• Experience using Power BI, Power Platform, automation and Copilot to improve journeys.

Responsibilities

• Turn customer insight and data into meaningful improvements that enhance customer satisfaction and service performance
• Lead customer experience initiatives from discovery through to implementation and measurable results
• Champion digital innovation, using technology to create simpler, smarter and more seamless customer journeys
• Lead and develop a talented team of two, supporting their growth while creating a culture that encourages new ideas, accountability and high performance

Skills

Customer excellence

Service improvement

Customer-centred transformation

Influence stakeholders

Tools

Power BI

Power Platform

Automation

Copilot

Job description

Do you love turning customer insight into meaningful change? Are you passionate about improving customer experiences and seeing your ideas make a real difference? Do you enjoy bringing people together, influencing decisions, and driving initiatives from concept through to delivery?

If your answer is 'yes' then keep reading.

Who we are.

At Novuna, we care about building a better tomorrow. With a focus on sustainability and a passion for delivering exceptional customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions. Like any successful business, our corporate functions are essential to keeping the organisation running smoothly, with each team playing a key role in helping us achieve our goals and serve our customers.

What you'll do.

This is an exciting opportunity to join our Customer Experience team and play a key role in shaping how our customers interact with Novuna.

Working at the heart of our customer strategy, you'll help transform insight into action, champion improvements that matter, and influence decisions that enhance both customer outcomes and business performance.

Reporting to our Head of Customer Experience Insight, you'll lead initiatives that make a tangible difference to our customers' journeys. You'll work closely with colleagues across the business, bringing people together around a shared vision and driving positive change through collaboration, innovation and continuous improvement.

Some you'll also:

• Turn customer insight and data into meaningful improvements that enhance customer satisfaction and service performance
• Lead customer experience initiatives from discovery through to implementation and measurable results
• Champion digital innovation, using technology to create simpler, smarter and more seamless customer journeys
• Lead and develop a talented team of two, supporting their growth while creating a culture that encourages new ideas, accountability and high performance

What you'll bring.

You're someone who genuinely cares about customers and is motivated by improving experiences, solving problems and delivering positive outcomes.

You'll combine strategic thinking with a practical approach, enjoying the challenge of turning ideas into reality. You know how to influence others, build strong relationships and bring people with you on a journey of change.

You'll also have strong knowledge of the vehicle and automotive industry, with an understanding of the customer journey and the opportunities to improve it. Most importantly, you'll be excited by the opportunity to make a lasting impact in a business that is constantly evolving.

You'll be a great fit if you:

• Have significant expertise in customer excellence, service improvement and customer‑centric transformation
• Use data and insight confidently to identify opportunities and drive decision‑making
• Embrace digital innovation and have a strong track record of using tools such as Power BI, Power Platform, automation and Copilot to improve customer and colleague journeys
• Excel at building credibility, influencing stakeholders and driving change across complex organisations

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes:

• An excellent bonus scheme
• Company car or cashalternative – with fantastic EV incentives
• Flexible hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being yourself

At Novuna, we're a Disability Confidentemployer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

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