Senior Customer Experience Manager

Novuna; Newbury; On-site; GBP 55,000 - 80,000; Full time

Benefits offered by this job

Company car or cash alternative

Flexible hybrid working

25 days' holiday + 8 bank holidays

Wellbeing package

Excellent bonus scheme

Job summary

Novuna is seeking a Customer Experience Lead to translate insights into measurable improvements across customer journeys. You’ll shape strategy, drive business results and work with a small team to deliver meaningful change.

You’ll collaborate across functions, champion digital tools, and ensure an exceptional customer experience at every touchpoint. Hybrid role with flexible working, a strong bonus scheme and wellbeing benefits.

Qualifications

• Must have a strong track record in customer experience transformation and service improvement.
• Experience turning customer insight into action across multi-channel journeys.
• Ability to lead and develop a small team and influence across the organisation.

Responsibilities

• Turn customer insight and data into improvements that enhance journeys and service performance.
• Lead CX initiatives from discovery through to measurable results.
• Champion digital tools and collaborative approaches to drive change.

Skills

Customer experience strategy

Data-driven decisions

Stakeholder influence

Leadership

Change management

Cross-functional collaboration

Tools

Power BI

Power Platform

Automation

Copilot

Job description

Do you love turningcustomer insight into meaningful change? Are you passionate about improving customer experiences and seeingyour ideas make a real difference? Do you enjoy bringing people together, influencing decisions, and driving initiatives from concept through to delivery?

If your answer is 'yes' then keep reading.

Who we are.

At Novuna, we care about building a better tomorrow. With a focus on sustainability and a passion for delivering exceptional customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions. Like any successful business, our corporate functions are essential to keeping the organisation running smoothly, with each team playing a key role in helping us achieve our goals and serve our customers.

What you'll do.

This is an exciting opportunity to join our Customer Experience team and play a key role in shaping how our customers interact with Novuna.

Working at the heart of our customer strategy, you'll help transform insight into action, champion improvements that matter, and influence decisions that enhance both customer outcomes and business performance.

Reporting to our Head of Customer Experience Insight, you'll lead initiatives that make a tangible difference to our customers' journeys. You'll work closely with colleagues across the business, bringing people together around a shared vision and driving positive change through collaboration, innovation and continuous improvement.

Some you'll also:

• Turn customer insight and data into meaningful improvements that enhance customer satisfaction and service performance
• Lead customer experience initiatives from discovery through to implementation and measurable results
• Champion digital innovation, using technology to create simpler, smarter and more seamless customer journeys
• Lead and develop a talented team of two, supporting their growth while creating a culture that encourages new ideas, accountability and high performance

What you'll bring.

You're someone who genuinely cares about customers and is motivated by improving experiences, solving problems and delivering positive outcomes.

You'll combine strategic thinking with a practical approach, enjoying the challenge of turning ideas into reality. You know how to influence others, build strong relationships and bring people with you on a journey of change.

You'll also have strong knowledge of the vehicle and automotive industry, with an understanding of the customer journey and the opportunities to improve it. Most importantly, you'll be excited by the opportunity to make a lasting impact in a business that's constantly evolving.

You'll be a great fit if you:

• Have significant expertise in customer excellence, service improvement and customer-centric transformation
• Use data and insight confidently to identify opportunities and drive decision-making
• Embrace digital innovation and have a strong track record of using tools such as Power BI, Power Platform, automation and Copilot to improve customer and colleague journeys
• Excel at building credibility, influencing stakeholders and driving change across complex organisations

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 cashalternative – 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 Confidentemployer, 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.

Please note: This vacancy may close earlier than the advertised closing dateif we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.

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