Global CX Strategy & AI Operations Lead

Story Terrace Inc.; Belfast City District; Híbrido; GBP 55.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fast-track career progression

Employee device subscription

Private medical insurance

Stock options for all employees

Learning & development budget

Hybrid work in Belfast

Descripción de la vacante

Raylo is seeking a senior CX leader to own the customer experience across our expanding markets. You will define interaction standards, run the NPS programme, and quantify pain points to drive improvement.

You’ll coordinate cross-functional teams, manage communications at scale, and push for AI-enabled, data-driven CX that scales globally. You’ll work from our Belfast office on a hybrid basis, collaborating with product, engineering and marketing to deliver best-in-class customer journeys while

Formación

• 3–7 years in CX, operations or strategy roles within scaleups, consulting or FMCG.
• Degree-level education in a STEM or analytical field preferred.
• Strong curiosity about the customer and ability to identify and fix journey pain points.
• Ability to build a business case, quantify impact and secure funding.
• Experience with marketing automation and scalable comms platforms is a plus.
• Excellent communication and stakeholder management across teams.

Responsabilidades

• Define the standard for great customer interactions and be the voice of the customer in cross-functional decisions.
• Own the NPS programme end to end, analyzing trends and turning insight into action.
• Identify and quantify pain points from multiple feedback sources to justify fixes.
• Govern CX mass communications across channels and orchestrate lifecycle messaging.
• Lead cross-functional CX projects end to end from root cause to delivery.

Conocimientos

CX strategy

NPS program

Data analysis

Marketing automation

AI tooling

Project management

Communication skills

Ambiguity tolerance

Educación

Degree level education

Herramientas

Looker

SQL

Customer.io

Descripción del empleo

Raylo is seeking a senior CX leader to own the customer experience across our expanding markets. You will define interaction standards, run the NPS programme, and quantify pain points to drive improvement.

You’ll coordinate cross-functional teams, manage communications at scale, and push for AI-enabled, data-driven CX that scales globally. You’ll work from our Belfast office on a hybrid basis, collaborating with product, engineering and marketing to deliver best-in-class customer journeys while