Senior Customer Experience Executive

Twinkl Educational Publishing; Sheffield; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

33 days paid time off

Me Day

Volunteer day

Westfield Health cash plan

Maternity/Paternity/Adoption leave

Pension contributions

Life insurance

Twinkl access

Job summary

Twinkl Educational Publishing is seeking a Senior Customer Experience Executive to balance CX strategy with hands-on data insights. You’ll partner with key markets to turn customer insights into GTM-ready business cases and own end-to-end survey processes.

You’ll support cross-functional teams to improve journeys, resolve pain points, and validate AI-generated insights with sound judgment. You’ll also manipulate customer datasets in Excel to deliver confident data storytelling and to maintain

Qualifications

• Experience leading end-to-end survey design, briefs, translations and analysis.
• Strong data storytelling to influence GTM decisions.
• Proven ability to partner with stakeholders and translate insights into business cases.

Responsibilities

• Partner with stakeholders to package insights into GTM-focused business cases.
• Drive journey improvements using heat maps, analytics, and benchmarking.
• Lead end-to-end survey design, engagement, briefs, and playback.
• Manage two high-impact surveys monthly and maintain the CX Hub.
• Advocate for TwinklCares across initiatives and product testing.
• Use AI tools to accelerate qualitative analysis with sound judgment.
• Analyse customer data and survey results to tell data-driven stories.

Skills

Data storytelling

CX partnership

Survey design

Excel

AI tools

Stakeholder mgmt

Heat mapping

Web analytics

Tableau

Tools

Tableau

Job description

Location: Sheffield: Fully Remote, Office or Hybrid

Annual Salary: £28,000 - £36,000 per annum pro rata (dependent on experience)

Hours of Work: 37.5 hours per week

Contract: 9 month fixed-term (Maternity Cover)

About The Role

This is a unique opportunity for a data-savvy Customer Experience specialist who enjoys balancing strategic CX business partnering with hands-on insight generation. As our Senior Customer Experience Executive, you'll work closely with key stakeholders in critical markets and segments to transform customer insights, heat mapping, web analytics, and survey data into compelling business cases for Go-To-Market (GTM) prioritisation. You'll act as a trusted partner while also owning the day-to-day end-to-end survey processes that keep our customer experience intelligence running effectively. Working across cross-functional teams, you'll help create a seamless journey through pain-point resolution, product testing, and acting as a dedicated advocate for TwinklCares (our Customer Service team).

In This Role, You'll

• Partner with key stakeholders across critical markets and segments as a dedicated CX Business Partner, packaging customer insights into strategic business cases for GTM prioritisation.
• Drive customer journey improvements and resolve pain points using customer insight, heat mapping, web analytics, and competitor benchmarking.
• Lead the end-to-end survey design process, taking full ownership of stakeholder engagement, scoping briefs, translations, sign-offs, analysis, and playback.
• Manage the deployment and production of 2 high-impact surveys per month while maintaining and updating the Customer Experience Hub.
• Advocate for TwinklCares (Customer Service) across all cross-functional initiatives and product testing of new releases.
• Harness AI tools responsibly to accelerate qualitative feedback analysis, identify core themes, and generate actionable insights while validating outputs with sound judgment.
• Analyse and manipulate customer datasets and survey results using Microsoft Excel (or equivalent) to deliver confident data storytelling and maintain high stakeholder satisfaction scores.

What You'll Need to Succeed

We're looking for someone who combines confident data storytelling with a proactive, collaborative mindset and thrives in a fast-paced environment.

You'll Bring

• Proven experience managing the full end-to-end survey design process, including stakeholder briefs, translations, sign-offs, analysis, and playback.
• Strong spreadsheet and data analysis skills (Microsoft Excel or equivalent) with the ability to analyse, manipulate, and interpret complex customer datasets and survey results.
• Confident and responsible experience using AI tools to analyse qualitative feedback, identify key themes, and validate AI-generated outputs using sound judgment.
• Demonstrated ability to map customer journeys, identify pain points, and utilise tools such as heat mapping, web analytics, and competitor benchmarking.
• Track record of packaging customer insight into clear business cases to influence Go-To-Market (GTM) prioritisation.
• Advantageous: Experience in a subscription, SaaS, EdTech, digital content, or e-commerce environment.
• Advantageous: Experience testing new product releases and customer journeys as part of the GTM process.
• Advantageous: Experience training internal stakeholders to self-serve using data visualisation/BI tools (such as Tableau) and AI analysis frameworks to embed customer insight business-wide.

If you're excited by the opportunity to shape our customer experience, empower teams through data storytelling, and advocate for educators worldwide, we'd love to hear from you.

How We'll Look After You

• Enjoy 33 days of paid time off per year (pro-rata), plus watch your holiday bank grow the longer you stay with us.
• The Ultimate \"Me\" Day. An extra, fully paid day off dedicated entirely to you. Sleep in, binge a show, or hit the spa. No justification needed, just pure self-care.
• Want to change the world? We'll foot the bill. Take a fully paid day every year to champion a cause close to your heart.
• Keep your money in your pocket as we give you access to a Westfield Health cash plan. Claim back cash on everyday healthcare like dentist visits, eye care, and physio.
• Big life moments deserve big support. We've got you covered with enhanced pay for maternity, paternity, and adoption leave.
• We're investing in your tomorrow. Secure your future with our boosted pension contributions and total peace of mind through generous life insurance.
• Unleash a world of learning and fun! Get full, complimentary access to Twinkl for you and your family.

About Us

Who are we and what do we do?

At Twinkl, we believe every child deserves to feel loved, supported, and inspired to learn. Created by experienced educators for educators, our mission is simple: to help those who teach by transforming lives through education. Trusted by teaching communities worldwide, Twinkl provides instant access to an award-winning library of over 1 million digital and printable resources. Supporting learners from birth through secondary education, our collection spans everything from daily lesson planning and assessments to leadership and wellbeing tools. We evolve alongside the classroom, adding fresh content daily. And if you can't find exactly what you need? Just ask. Our world-class customer service team will create bespoke resources just for you, allowing you to focus on what matters most: inspiring your learners.

Whoever you are, whatever you teach, Twinkl is here for you!