CX Strategy Lead for Inclusive Cycling

British Cycling UK; Manchester; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Competitive Salary

Cycle toWork Scheme

Generous Holidays (25 days + bank hols

Holiday purchase scheme

Life Assurance

Pension

Job summary

British Cycling UK is seeking a Head of Customer Experience in Manchester, offering hybrid working. You will define and lead the CX strategy to foster belonging among members, riders, volunteers, fans and partners, and oversee a CX operating model that unites products, services and touchpoints into a seamless journey.

You will implement and continuously improve customer service platforms, establish CX metrics (CSAT, NPS, journey insights) and advocate for customer needs at executive level.

Qualifications

• Proven experience leading customer experience transformation or similar.
• Experience designing cross-functional hub-and-spoke service models.
• Strong track record implementing omnichannel customer service platforms.
• Experience developing CX measurement frameworks (CSAT, NPS, journey insights).

Responsibilities

• Define and lead British Cycling's CX strategy to strengthen belonging across members, riders, volunteers and partners.
• Build and embed a CX operating model connecting products, services and touchpoints.
• Improve pathways into cycling by simplifying access to ride, train, lead, volunteer, and watch.
• Lead selection and continuous improvement of CX platforms and digital infrastructure.
• Develop CX metrics to drive service improvements and insights for decision making.
• Lead, develop and inspire the CX team to deliver outstanding support.

Skills

CX leadership

Omnichannel service

Stakeholder management

Cross-functional collaboration

Data-driven decisions

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

British Cycling UK is seeking a Head of Customer Experience in Manchester, offering hybrid working. You will define and lead the CX strategy to foster belonging among members, riders, volunteers, fans and partners, and oversee a CX operating model that unites products, services and touchpoints into a seamless journey.

You will implement and continuously improve customer service platforms, establish CX metrics (CSAT, NPS, journey insights) and advocate for customer needs at executive level.