CX Lead

Forward Role; York and North Yorkshire; Hybrid; GBP 59,000 - 72,000; Full time

Benefits offered by this job

Health cash plan

Discounted services

25 days holiday + bank holidays

Buy and sell holiday

Pension

Learning & development support

Dog-friendly office

Job summary

Forward Role is seeking a CX Lead to help a growing multi-brand business understand how customers interact and where experiences can be improved. The role spans group level insights, with a broader remit than traditional CRO, covering both digital and offline touchpoints.

You'll talk to customers, map journeys, identify friction, and turn insights into experiments that boost conversion and customer satisfaction. Hybrid working with 3 days in York.

Qualifications

• Experience in a CX, CRO, UX or Customer Insights role.
• Strong understanding of customer journey optimisation and experimentation.
• Ability to combine customer feedback with behavioural data and business thinking.

Responsibilities

• Speak with customers to understand their experience and journey.
• Map journeys and identify opportunities to improve them.
• Use analytics tools to find friction points and drop-offs.
• Run tests and experiments to improve conversion and UX.
• Collaborate with Digital, Marketing and Analytics teams to action insights.

Skills

Customer insights

Journey optimisation

Experimentation

Stakeholder influence

Communication skills

Tools

Contentsquare

Hotjar

Clarity

Tealeaf

Job description

We're working with a growing multi-brand business looking to hire a CX Lead to help them better understand how customers interact with the business and where those experiences can be improved.

This is a newly created role sitting at group level and it's a bit broader than a traditional CRO position. Yes, you'll be looking at website journeys, drop-off points and testing opportunities, but you'll also be looking at the bigger picture.

You'll spend time speaking directly with customers, understanding what their journey looked like, what influenced their decisions and where friction exists across both digital and offline touchpoints. From there, you'll turn those insights into ideas, experiments and improvements that make a measurable difference to the customer experience.

If you're naturally curious about customer behaviour and enjoy digging into the "why" behind the data, this could be a really interesting opportunity.

What's in it for you?

• Up to £65,000 DOE
• Hybrid working (3 days in York)
• Health cash plan
• Discounted services
• 25 days holiday + bank holidays
• Buy and sell holiday scheme
• Pension
• Learning and development support
• Dog-friendly office

What you'll be doing

• Speaking with customers to understand their experience and journey with the business
• Mapping customer journeys and identifying opportunities to improve them
• Using behavioural analytics tools to understand where customers are getting stuck or dropping off
• Running tests and experiments to improve conversion and customer experience
• Working with teams across Digital, Marketing and Analytics to turn insight into action
• Identifying gaps in existing customer journeys and highlighting opportunities the business may not currently be exploring
• Building a deeper understanding of customer motivations, behaviours and decision-making

What they're looking for

• Experience in a CX, CRO, UX or Customer Insights role
• Strong understanding of customer journey optimisation and experimentation
• Experience with tools such as Contentsquare, Hotjar, Clarity, Tealeaf or similar
• Comfortable running customer interviews and gathering qualitative insight
• Someone who can combine customer feedback, behavioural data and commercial thinking
• Strong communication skills and the confidence to challenge ideas and influence stakeholders

Customer journey mapping & CX strategy

You'll need experience mapping end-to-end customer journeys across multiple touchpoints, identifying friction, gaps and missed opportunities. This role isn't just about improving a website journey, it's about understanding the entire customer experience from awareness through to conversion and retention.

Strong experience developing hypotheses, running A/B tests and using customer insight to improve journeys. You'll be comfortable identifying issues, prioritising opportunities and measuring the impact of changes rather than relying on assumptions.

Behavioural analytics & customer research

You'll combine quantitative and qualitative insight to understand why customers behave the way they do. Experience using tools such as Contentsquare, Hotjar, Clarity or similar will be valuable, alongside conducting customer interviews and translating findings into tangible improvements.

Why apply?

This is a chance to help shape how a large, customer-focused business thinks about experience.

Rather than inheriting a mature function, you'll have the opportunity to influence the direction of customer experience, bring fresh ideas to the table and help build a clearer understanding of what customers really need.

2 stage process

Unfortunately sponsorship is not available for this role.