Global Customer Excellence Lead

Mpb Europe Limited

Brighton

Hybrid

GBP 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

25 days annual leave + bank holidays

1 wellbeing day off per year

5% employer contributory pension

Private healthcare

Access to EAP with employee discounts

Buzzing social calendar

Dog friendly workplace

Learning Lab with free courses

2 volunteer days per year

Job summary

MPB in Brighton is seeking a Customer Excellence Manager to translate our AI-augmented CX strategy into tangible outcomes for customers. You will own performance frameworks and ensure frontline teams act on insights to improve service and satisfaction.

You will lead global workforce planning, align capacity with demand across regions, and shape policy so decisions are fast, fair and automatable where sensible. This role blends analytics with people leadership in a hybrid setup.

Qualifications

Experience in customer operations, performance management or workforce planning roles.
Strong analytical capability — you translate data into clear action, not just reports.
Understanding of contact centre or support environments, ideally across global markets.
Strong stakeholder management across regions and functions.
Structured, detail-oriented and execution-focused approach.
Comfortable owning ambiguity and connecting strategy to day-to-day delivery.

Responsibilities

Own the engine room of customer excellence and translate CX strategy into outcomes for customers.
Lead the global workforce planning and resourcing decisions across regions.
Redesign policy and processes to ensure fast, fair decisions that can be automated where sensible.
Define what AI-ready looks like for advisors and partner with training and leadership.
Connect performance, policy and capability data to spot improvements before asked for.