Lifecycle CX Manager — Hybrid (London)

Consortium; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension contributions up to 7%

Learning budget £1,000/year

Study leave

Enhanced maternity & paternity

Travel season ticket loan

London O2 events access

Private lounge access

Job summary

Policy Expert in London is looking for a Customer Experience Manager to lead and enhance customer journeys across the lifecycle. You will partner with Retail, Technology, Service & Operations, and other teams to turn customer insights into practical improvements that deliver compliant, clear communications and better outcomes.

The role reports to the Customer Experience Lead and demands strong data analysis, stakeholder management, and a customer-centered mindset.

Qualifications

• Experience improving customer journeys, communications or customer experience programmes.
• Able to work across multiple teams to turn insight into action.
• Strong organisational skills and attention to detail.

Responsibilities

• Mapping, documenting and managing customer journeys across key customer interactions and touchpoints.
• Identifying and delivering customer experience improvements using feedback from Customer Outcomes, Service & Operations and other insight sources. This will include analysing customer data and performance information to generate insights and drive action plans.
• Developing lifecycle communication briefs and identifying opportunities to improve customer engagement, retention and commercial performance.
• Managing customer journey communications (e.g. emails, webpages, scripts), including design, copywriting, editing and optimisation across purchase, service, and claims journeys.
• Managing customer-facing product webpages, ensuring content remains accurate, effective and aligned to customer needs.
• Conducting consumer understanding reviews and testing activity, using findings to improve customer comprehension and outcomes.
• Updating communication governance through communication logs, reviews and compliance oversight.
• Championing fair treatment and positive outcomes for vulnerable customers across journeys and communications.

Skills

Customer journey management

Stakeholder collaboration

Data analysis

Regulatory awareness

Job description

Policy Expert in London is looking for a Customer Experience Manager to lead and enhance customer journeys across the lifecycle. You will partner with Retail, Technology, Service & Operations, and other teams to turn customer insights into practical improvements that deliver compliant, clear communications and better outcomes.

The role reports to the Customer Experience Lead and demands strong data analysis, stakeholder management, and a customer-centered mindset.