Global CX & Operations Strategy Lead

Raylo Group; Belfast City District; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Stock options

L&D budget

Raylo Belfast Office

Hybrid work (1 day WFH)

Job summary

Raylo is seeking a CX leader to own the customer experience alongside and across AI-enabled platforms as we scale from the UK to global markets. You’ll define the standard for Wow CX, govern communications at scale, and drive data-led improvements across NPS, feedback, and journeys, partnering with product, engineering and marketing teams.

Ideal candidates will have 3–7 years in CX/operations roles, a degree in a STEM or analytical discipline, and hands-on experience with marketing automation

Qualifications

• 3–7 years in customer experience, operations or strategy roles.
• Degree level education, preferably STEM or analytical.
• Demonstrated curiosity about the customer and journey.
• Ability to build a business case with data.
• Experience with a marketing automation platform (Customer.io is a plus).

Responsibilities

• Define the standard for great CX and be the voice of the customer across decisions.
• Own the NPS programme end to end, analyze trends, and drive actions.
• Identify pain points from feedback and build a business case to fix them.
• Manage CX communications governance across customer.io and related channels.
• Lead cross-functional CX projects end to end, from root cause to delivery.

Skills

Strong analytical skills

Strong communication skills

Project management experience

Comfort with ambiguity

SQL experience is a plus

Education

Degree level education in STEM or analytical discipline

Tools

Excel/Google Sheets

Looker

SQL

Job description

Raylo is seeking a CX leader to own the customer experience alongside and across AI-enabled platforms as we scale from the UK to global markets. You’ll define the standard for Wow CX, govern communications at scale, and drive data-led improvements across NPS, feedback, and journeys, partnering with product, engineering and marketing teams.

Ideal candidates will have 3–7 years in CX/operations roles, a degree in a STEM or analytical discipline, and hands-on experience with marketing automation