Senior Customer Experience Manager

Novuna; Newbury; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Bonus scheme

Company car or cash alternative

Flexible hybrid working

25 days' holiday

Wellbeing package

Job summary

Novuna Vehicle Solutions is seeking a Customer Experience leader to shape how customers interact with our brand. You will drive insight into action, push digital innovation, and lead a team focused on transforming customer journeys while supporting commercial success.

Reporting to the Head of Customer Experience Insight, you will champion initiatives, influence senior stakeholders, and deliver tangible improvements across the organisation in a fast-paced, hybrid working environment.

Qualifications

• Deep expertise in customer experience and customer-centric strategy.
• Experience driving digital transformation and automation initiatives.
• Ability to influence senior stakeholders and shape decisions.
• Proven track record leading high-performing teams.

Responsibilities

• Drive customer service performance improvements through data-led decisions.
• Champion digital transformation to streamline journeys and processes.
• Lead and develop a high-performing CX team.
• Be the voice of the customer, influencing leadership and outcomes.

Skills

Customer experience leadership

Stakeholder management

Data-driven decision making

Digital transformation

Team leadership

Tools

Power Platform

Power BI

Copilot

Job description

Excited by the power of technology to simplify, improve and innovate? Love turning great ideas into smarter digital experiences?

If your answer is 'yes' then, keep reading.

Who we are.

From personal leasing for individual customers through to managing entire fleets for some of the UK's best-known brands. At Novuna Vehicle Solutions We're leading the way with Electric Vehicle Leasing, Alternative Fuels and Fleet Electrification. From installing home-charging units for individual drivers to helping our commercial fleet customers select vehicles and plan their infrastructure.

What you'll do.

You'll join our Customer Experience team at Novuna Vehicle Solutions, where you'll play a pivotal role in shaping how customers experience our brand. Working at the heart of our customer strategy, you'll turn insight into action, drive meaningful improvements, and help deliver outstanding customer outcomes while supporting commercial success.

Reporting to our Head of Customer Experience Insight, you'll influence strategy, lead change, and champion initiatives that enhance the customer experience. You'll work as part of our broader Customer Experience team and will manage a team of twodedicated to transforming the customer experience through digital innovation, driving progress, and delivering tangible outcomes.

You'll also:

• Drive customer service performance improvements through actionable insight and data-led decision making
• Champion digital transformation, leveraging technology to create seamless customer journeys and smarter processes
• Lead and develop a high-performing team, empowering colleagues to deliver their best work every day
• Be the voice of the customer, influencing senior stakeholders and shaping decisions that improve customer outcomes and business performance

What you'll bring.

You're passionate about creating exceptional customer experiences and driven by the opportunity to make a real impact. Combining strategic thinking with a customer-first mindset, you can turn insight into action and identify opportunities that deliver meaningful improvements.

A natural collaborator and influencer, you're confident building relationships with senior stakeholders, bringing people together around a shared vision and driving positive change across the organisation. You thrive in a fast-paced environment, balancing big-picture thinking with a practical focus on delivery, outcomes and continuous improvement.

You'll be a great fit if you:

• Have deep expertise in customer experience, service excellence and customer-centric strategy
• Embrace digital innovation and have experience leveraging automation, Power Platform, Power BI and Copilot to transform customer journeys and business processes
• Excel at building relationships, influencing stakeholders and driving change across complex organisations
• Are an inspiring leader who develops talent, builds engagement and creates high-performing teams that deliver results

What's in it for you?

Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.

Our offer to you includes:

• An excellent bonus scheme
• Company car or cash alternative - with fantastic EV incentives
• Flexible hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

Being yourself.

At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.

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