Europe CX Transformation Lead (Hybrid)

Ten Lifestyle Group; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work possibilities

25 days annual leave

Sabbatical after 5 years

Employer-contributory pension

Loyalty rewards program

Remote working holidays

Travel and entertainment discounts

Global, inclusive team

Job summary

Ten Lifestyle Group is seeking a senior CX leader to shape the UK & Europe member experience. You will drive regional strategy, oversee governance, and partner with senior leaders across product, operations, and digital to turn insights into sustained change.

The role focuses on using data-driven journeys, governance, and collaboration to improve end-to-end member experiences while exploring automation and AI-enabled improvements. Hybrid work is available.

Qualifications

• Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
• 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.

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.

Skills

CX strategy

Stakeholder management

Transformation

Cross-functional leadership

Analytical problem solving

Job description

Ten Lifestyle Group is seeking a senior CX leader to shape the UK & Europe member experience. You will drive regional strategy, oversee governance, and partner with senior leaders across product, operations, and digital to turn insights into sustained change.

The role focuses on using data-driven journeys, governance, and collaboration to improve end-to-end member experiences while exploring automation and AI-enabled improvements. Hybrid work is available.