Senior Customer Experience (CX) Manager

Core-Asset Consulting Ltd; North East; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services firm in North East England is seeking a skilled Client Experience (CX) Manager. The role focuses on implementing initiatives to improve client satisfaction and retention through strategic projects and collaborations across functions. Key responsibilities include managing client journey mapping, utilizing feedback for improvements, and advocating for a client-centric culture within the company.

Benefits

Competitive salary

Wider Benefits package

Qualifications

• Strong experience in delivering CX or service transformation projects.
• Expertise in customer journey mapping and process redesign.
• Experience in influencing senior stakeholders and applying CX tools.

Responsibilities

• Lead strategic CX projects focused on client satisfaction.
• Translate insights into action driving service improvements.
• Collaborate with teams to redesign key client interactions.

Skills

CX project delivery

Customer journey mapping

Process redesign

Stakeholder influence

Collaboration

Tools

CX platforms

Job description

Job Description:

Our client, a reputable financial services firm, is seeking an experienced Client Experience (CX) Manager to join their team in the North East of England on a permanent basis.You will be joining a new team with key focus on supporting and managing the delivery of key CX initiatives to drive operational efficiency and improve client satisfaction and retention metrics.

Essential Skills/Experience:

• Strong experience delivering CX or service transformation projects within regulated sectors such as financial services, fintech, or professional services.
• Expertise in customer journey mapping, process redesign, or service blueprinting with demonstrated return on investment.
• Confidence in using CX platforms and tools for analytics and performance tracking (desirable)
• Experience influencing senior stakeholders and presenting insight-driven recommendations
• A collaborative mindset with the ability to work across functions and inspire change

Core Responsibilities:

• Lead Strategic CX Projects: Deliver client-centric initiatives from a well-defined roadmap, driving tangible improvements in satisfaction, retention, and commercial performance.
• Translate Insight into Action: Use multi-source feedback and sentiment data to recommend and drive meaningful service improvements.
• Lead client journey mapping projects to identify and drive cost-saving opportunities and revenue-generating touchpoints (integrate process mapping to create service design blueprints)
• Oversee sentiment analysis and future Voice of Customer (VoC) programs to reduce churn and increase client lifetime value
• Design and Improve Client Journeys: Collaborate with UX and development teams to map, blueprint, and redesign key interactions - reducing friction and increasing loyalty.
• Own CX Performance Metrics: Track, analyse, and report on key metrics such as Client Lifetime Value and Cost-to-Income Ratio to show the real business impact of your work.
• Champion a CX Culture: Act as a vocal advocate for client-centricity across departments - from Product to Compliance—ensuring it's a shared goal at every level of the business.

Benefits:

• Competitive salary
• Wider Benefits package

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: 16152

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

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Core-Asset Consulting offers specialist recruitment services to asset management, accounting & finance, asset servicing, legal and the wider financial services sector in Scotland.

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