Head of Member Experience & CX Strategy

British Cycling; Manchester; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Competitive Salary

Cycle to Work Scheme

Generous Holidays (25 days + bank&nbsp

Holiday purchase scheme

Life Assurance

Pension

Job summary

British Cycling seeks a Head of Customer Experience in Manchester to define and lead our customer experience strategy, uniting members, riders, volunteers, fans and partners into a cohesive journey.

You will build an operating model linking products, services, and teams, drive accessibility, select and implement CX platforms, and lead a high-performance CX team to grow participation and loyalty.

Qualifications

• Proven experience leading customer experience transformation or service centralisation in a large organisation.
• Designing and implementing cross-functional or hub-and-spoke service models.
• Experience building omnichannel customer service platforms and processes.
• Developing and applying customer experience measurement frameworks (CSAT, NPS, journeys).
• Excellent stakeholder management, able to influence senior leaders.
• Experience in membership organisations, sport or public sector is advantageous.
• Knowledge of CX platforms such as Zendesk or Salesforce is beneficial.
• Passion for inclusive, customer-focused services.

Responsibilities

• Defining and leading British Cycling's customer experience strategy, ensuring members, riders, volunteers, fans and partners feel a stronger sense of belonging and connection to cycling.
• Building and embedding a customer experience operating model that connects products, services, teams and community touchpoints into a seamless customer journey.
• Improving customer entry routes into cycling by making pathways to ride, train, lead, volunteer and watch easier to understand and access.
• Leading the selection, implementation and continuous improvement of customer service platforms and digital infrastructure.
• Developing meaningful customer experience measures, including CSAT, NPS and customer journey insights, to drive service improvements.
• Acting as the voice of the customer at executive level, ensuring customer needs and accessibility considerations shape organisational decision-making.
• Leading, developing and inspiring the Customer Experience team to deliver outstanding support and positive customer experiences.
• Using customer insight and data to identify barriers, improve access and support growth in participation, engagement and retention.
• Building influential relationships with senior leaders and stakeholders to ensure customer experience contributes to long-term organisational success.

Skills

CX transformation

Hub-and-spoke model

Omnichannel service

CX metrics & CSAT/NPS

Stakeholder management

Inclusive CX

Tools

Zendesk

Salesforce Service Cloud

Job description

British Cycling seeks a Head of Customer Experience in Manchester to define and lead our customer experience strategy, uniting members, riders, volunteers, fans and partners into a cohesive journey.

You will build an operating model linking products, services, and teams, drive accessibility, select and implement CX platforms, and lead a high-performance CX team to grow participation and loyalty.