CX Transformation Lead, Europe

Ten Group; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work possibilities

25 days annual leave + 3 days

Sabbatical after 5 years

Pension scheme

Loyalty rewards program

Remote working holidays

Travel and entertainment discounts

Diversity and inclusion

Job summary

Ten Lifestyle Group is seeking a senior Customer Experience leader to shape the UK and Europe CX strategy and own the performance narrative. You will work with senior leaders across service, product, operations and digital to transform member journeys and improve experiences.

You will identify where digital transformation, automation and AI can streamline journeys and drive outcomes for members and the business, while governance and cross-functional collaboration underpin delivery.

Qualifications

• Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
• Track record of using insight to shape priorities and influence cross-functional change.
• Experience working with senior stakeholders in a complex, fast-moving or international environment.

Responsibilities

• Own and interpret the UK and Europe CX performance framework and create a regional strategy.
• Lead the regional CX Council and governance rhythm with stakeholders.
• Drive cross-functional accountability and track actions to measurable outcomes.
• Own the CX view of end-to-end member journeys and prioritise opportunities.
• Shape opportunities for digital transformation, automation and AI-enabled capabilities.
• Own CX governance and engagement for a strategic global client account.

Skills

CX strategy

Stakeholder governance

Cross-functional leadership

Analytical problem-solving

Job description

Ten Lifestyle Group is seeking a senior Customer Experience leader to shape the UK and Europe CX strategy and own the performance narrative. You will work with senior leaders across service, product, operations and digital to transform member journeys and improve experiences.

You will identify where digital transformation, automation and AI can streamline journeys and drive outcomes for members and the business, while governance and cross-functional collaboration underpin delivery.