CX Transformation Manager

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

Are you passionate about customer experience and turning member insights into meaningful change?

This is a fantastic opportunity to shape the customer experience across the UK and Europe, working with senior leaders and cross-functional teams to improve member journeys and drive transformation across service, product, operations and digital solutions.

This role turns member insight into transformation across the UK and Europe. You will shape the regional CX strategy, own the performance narrative and work with senior leaders and cross-functional teams to solve the issues that matter most to members. As the CX lens across the end-to-end member journey, you will combine analytical problem-solving, governance and influence to improve experiences across service, proposition, product, platform and operations.

You will also identify where digital transformation, automation and AI-enabled solutions can simplify journeys and improve member and business outcomes.

Key responsibilities:

• Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
• Lead the regional CX Council and governance rhythm, bringing the right evidence and stakeholders together to agree how priority member problems will be solved.
• Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
• Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
• Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
• Govern detractor and root-cause activity from evidence and diagnosis through corrective action, closure and impact measurement.
• Identify and shape opportunities for digital transformation and continuous improvement across the member journey, including appropriate use of automation and AI-enabled capabilities.
• Own CX governance and stakeholder engagement for a strategic global client account, aligning its priorities and member outcomes with the wider regional CX strategy.
• Build influential relationships across senior leadership, Product, Platform, Proposition, Service, Operations, Data and other partners to turn insight into sustained change.

Experience:

• Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
• A track record of using insight to shape priorities and influence cross-functional change. A traditional CX career path is not required.
• Experience working with senior stakeholders in a complex, fast-moving or international environment.
• Experience of journey improvement, service design, digital change or continuous improvement is desirable.
• Client-facing experience is desirable, but strong internal stakeholder leadership and the ability to develop external client capability are equally valued.

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

All our employees also enjoy a range of benefits:

• A competitive salary will be offered depending on experience
• Offer flexible work arrangements including Hybrid work possibilities
• Annual Leave of 25 days per annum and an additional 3 extra days of annual leave in the third year
• One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
• Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - Travel and Work for up to 4 weeks per year!
• Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Possibility of growth within a dynamic and international company

Who We Are

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.

As well as offering a private membership tier, Ten serves some of the most valuable customers of the world’s leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.

Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.

Looking ahead, Ten's strategy revolves around four key areas:

• Deliver a world-class member experience
• Invest in technology
• Expand contracts with new and existing clients
• Establish a foothold in new markets by leveraging its market-leading service proposition

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.