Global CX & Operations Strategy Lead

Story Terrace Inc.; Belfast City District; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private Medical Insurance

Stock options for all employees

4 days in Belfast Office + 1 day WFH

33 days off (25 days + 8 holidays)

Job summary

Raylo is hiring in Belfast to lead Customer Experience across our growing global footprint. You’ll define a world-class CX standard, own the NPS program, and partner with product, engineering and marketing to drive measurable improvements across touchpoints and journeys.

You will apply data-driven decisions, AI-enabled insights and scalable comms to elevate customer satisfaction while Raylo expands from the UK to international markets.

Qualifications

• 3-7 years' experience in a customer experience, operations or strategy role.
• Degree level education, ideally in a STEM or analytical discipline.
• Comfort with AI tools and data-driven decision making.
• Experience with marketing automation platforms.
• Strong communication and project management skills.
• Ability to scale CX across international markets.

Responsibilities

• Own what Wow CX means at Raylo. Define the standard for a great interaction and be the voice of the customer.
• Run the NPS programme end to end, analyzing trends and turning insights into decisions.
• Anticipate pain points early by monitoring feedback channels and quantifying impact.
• Own operational mass comms governance for CX communications at scale.
• Triage and project manage major CX projects end to end with cross-functional coordination.
• Set the global CX standard as Raylo expands into new markets.
• Test CX systematically to catch gaps before customers report them.
• Look outside Raylo for benchmarks and apply relevant learnings.

Skills

CX strategy

NPS management

Cross-functional collaboration

AI tools fluency

Marketing automation

Data analysis

Strategic communication

Education

Bachelor's degree or equivalent

Tools

Looker

SQL

Customer.io

Excel/Sheets

Job description

Raylo is hiring in Belfast to lead Customer Experience across our growing global footprint. You’ll define a world-class CX standard, own the NPS program, and partner with product, engineering and marketing to drive measurable improvements across touchpoints and journeys.

You will apply data-driven decisions, AI-enabled insights and scalable comms to elevate customer satisfaction while Raylo expands from the UK to international markets.