Operations Strategy Manager - CX

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

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We’ve Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $100M ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don’t ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren’t possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team

• Operations Strategy supports Raylo's ability to scale, improve efficiency and become more effective. We sit within Operations and own the Customer Experience, Supply Chain, and Revenue and Billing pillars. Our remit is to own operational projects, launch new initiatives and optimise processes that drive positive outcomes for Raylo's growth ambitions.
• AI is at the centre of how we work. We do not ration access, we use the best models, and we expect everyone on the team to push the tools harder than we currently do.
• This role owns the Customer Experience pillar end to end, and works closely with the Billing, Insurance, and Product and Engineering teams. As Raylo moves from a UK business to a global one, this role is accountable for making sure customer experience holds to the same standard everywhere, not just in the market we know best.

What You’ll Do

• Own what Wow CX means at Raylo. Define the standard for a great interaction, hold every team (human or AI) to it, and be the escalation point and voice of the customer in cross-functional decisions, including product and engineering prioritisation.
• Run the NPS programme end to end. Own the survey infrastructure, run weekly and monthly analysis of headline scores, journey trends and verbatim themes, and turn that insight into decisions rather than a scorecard.
• Anticipate pain points early. Monitor feedback across Trustpilot, Intercom and NPS verbatims, quantify the cost of what you find, and build the business case for fixing it.
• Own operational mass comms governance. Audit, edit and govern the CX and service comms Raylo sends at scale, across customer.io and Fin: delivery updates, lifecycle messages, NPS surveys and Fin-driven support comms.
• Triage and project manage major CX projects and issues. Take ownership of live projects and issues end to end: root cause, fix, communication and close-out, coordinating internal teams as needed.
• Set the global CX standard. As Raylo launches into new markets, starting with the US, define what consistent CX means across markets and across our full device range, and build the standards and playbooks that stop quality slipping as we scale.
• Test CX systematically, not just react to it. Design and run structured testing across key customer journeys, including AI-handled paths, so we catch gaps before customers do.
• Look outside Raylo for the bar to beat. Study best-in-class CX from other industries (retail, travel, banking, hospitality) and bring back what's genuinely applicable, not just what other subscription businesses are doing.
  

You’ll Succeed With

• 3-7 years' experience in a customer experience, operations or strategy role, ideally with time in a scaleup, consulting or FMCG environment where you had direct exposure to the customer insights and worked at pace.
• Degree level education, ideally in a STEM or analytical discipline.
• A genuine, sustained curiosity about the customer. You notice pain points before they're reported, and you can't walk past a broken journey without wanting to fix it.
• Comfortable building the case for change. You can take a messy problem, quantify it, and write a business case that gets funded and shipped, not just noticed.
• Some hands-on experience with a marketing automation or comms platform. You've built, audited or governed comms sent at scale on a marketing automation platform, Customer.io experience is a strong plus, since that's our stack, but not required.
• Strong analytical skills. Confident in Excel or Google Sheets and tools like Looker, with the ability to pull data, find the root cause and write it up clearly. SQL experience is a plus; if you're not there yet, you'll get there quickly.
• Deep curiosity and fluency with frontier AI tools. You use Claude or ChatGPT daily, and have a view on how AI changes customer experience and support over the next few years.
• Project management experience. You can run several cross-functional issues at once, keep momentum, and know when to escal…
• Strong communication skills. You're comfortable flagging issues early, explaining things clearly, and adapting your style depending on who you're talking to, from frontline teams to leadership.
• Comfort with ambiguity. This is a build-as-you-go role in a business moving from UK to global. You'll often be deciding what standard to set, not just following one.

Opportunities & Benefits

Fast-track your career – 40% of our employees progress every review cycle (bi-annually)

Exclusive Raylo device subscription for employees

Private Medical Insurance

Stock options for all employees

L&D budget to support the skills you value

4 days in the Raylo Belfast Office, with 1 day working from home per week.

33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you

Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.

Workplace nursery scheme for major cost savings

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.