Senior CX Leader — Drive Impact & Digital Innovation

Novuna; Newbury; Hybrid; 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

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.