Senior Customer Experience (CX) Manager

Core-Asset Consulting; North East; On-site; GBP 55,000 - 75,000; Full time

Job summary

Une entreprise de services financiers de premier plan recherche un Senior Customer Experience (CX) Manager pour rejoindre son équipe à Newcastle upon Tyne. Le candidat idéal dirigera les initiatives clés pour améliorer la satisfaction client, en traduisant les insights en actions concrètes et en dirigeant des projets de transformation au sein de l'organisation. Ce rôle nécessite une forte expérience en transformation CX, ainsi qu'une capacité à travailler en collaboration avec diverses équipes pour créer un impact positif.

Benefits

Salaire compétitif

Large package d'avantages

Qualifications

• Expérience solide dans des projets de transformation CX dans des secteurs réglementés.
• Confiance dans l'utilisation de plateformes CX pour l'analyse.
• Capacité à influencer des parties prenantes senior.

Responsibilities

• Diriger des projets CX stratégiques pour améliorer la satisfaction et la rétention.
• Traduire les insights en améliorations de service.
• Gérer l'analyse des sentiments et les programmes de la voix du client.

Skills

Transformation CX

Cartographie de parcours client

Analyse de données

Communication avec des parties prenantes

Collaboration interfonctionnelle

Job description

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Senior Customer Experience (CX) Manager, Newcastle upon Tyne

Location: Newcastle upon Tyne, United Kingdom

Job Category: Banking

EU work permit required: Yes

Job Reference:

16152_1752862141

Job Views:

20

Posted:

18.07.2025

Expiry Date:

01.09.2025

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 support and manage 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 ROI.
• 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 to deliver client-centric initiatives that improve satisfaction, retention, and performance.
• Translate insights into actionable service improvements based on feedback and sentiment data.
• Lead client journey mapping projects to identify cost-saving and revenue-generating opportunities.
• Oversee sentiment analysis and Voice of Customer programs to reduce churn and increase client lifetime value.
• Design and improve client journeys in collaboration with UX and development teams.
• Own CX performance metrics and report on business impact.
• Champion a CX culture across departments to embed client-centricity in the organization.

Benefits:

• Competitive salary
• Wider benefits package

Core-Asset Consulting is an equal opportunities employer. We welcome applications from all backgrounds.

Applicants must be eligible to work in the UK.

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