Special Projects CX Manager

Experis - ManpowerGroup; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading consulting firm in London is looking for a Special Projects CX Manager to lead cross-functional initiatives enhancing customer experience. The role involves managing accessibility compliance, data privacy projects, and vendor relationships. The ideal candidate should have over 4 years of relevant experience and strong project management skills. This is a hybrid position with a contract length of six months, offering potential for extension.

Qualifications

• 4+ years of experience in customer experience or digital project management.
• Hands-on experience with accessibility and data privacy tools.
• Proven ability to manage multiple projects with cross-functional teams.

Responsibilities

• Lead initiatives for digital accessibility compliance.
• Manage cookie consent solutions and ensure GDPR alignment.
• Conduct CX discovery and identify improvement opportunities.
• Oversee small-scale digital projects and communicate progress.
• Coordinate with legal teams on digital compliance topics.

Skills

Customer experience methodologies

Project management

Accessibility tools

Stakeholder communication

Analytical skills

Tools

One Trust

Job description

Job title: Special Projects CX Manager

Contract Length: Six Months (possibility of extension)

Location: London (Hybrid)

Role Overview

Be a part of a revolutionary change. At PMI, we've chosen to do something incredible. With huge change, comes huge opportunity. Wherever you join us, you'll enjoy the freedom to dream up and deliver better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.

The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer‑centric business that harnesses technological innovation to deliver smarter, science‑backed alternatives to millions of adults around the world who would otherwise continue to smoke. We focus on strategic priorities and the right organization to fully enable delivery of what matters most for our consumers along their journey toward a smoke‑free future.

Here you can make a difference. You can craft the consumer journey from discovery and acquisition through conversion and loyalty, and watch your efforts lead to meaningful change for adult smokers on their way to better alternatives.

eCommerce is growing and represents today a critical piece of our omnichannel engine. Our ambition is to build best‑in‑class eCommerce experiences by consistently improving and enriching our website with engaging digital journeys and experiences, consumer‑first acquisition & retention programs, the latest eCommerce features, and new innovative solutions.

About the Role

We're seeking a proactive and detail‑oriented Special Projects CX Manager to lead key cross‑functional initiatives that enhance the overall customer experience and ensure digital compliance across our platforms. This role combines CX strategy, project management, and technical and legal coordination, focusing on accessibility, data privacy, and vendor relationships. You’ll manage a diverse portfolio of projects—from accessibility compliance and cookie management to customer journey discovery, legal topics, and strategic partner activities—requiring a strong understanding of digital customer experience, governance frameworks, and the ability to deliver results across multiple teams and stakeholders.

Responsibilities

Accessibility & Compliance:

• Lead initiatives to ensure our digital properties meet accessibility standards (WCAG)
• Partner with UX, design, and development teams to embed accessibility best practices into our processes

Cookies & Data Privacy:

• Manage the implementation and optimization of cookie consent solutions (e.g., One Trust)
• Ensure alignment with GDPR, CCPA, and internal privacy policies

Customer Experience (CX) Projects:

• Conduct CX discovery and analysis to identify opportunities for improvement in digital journeys
• Collaborate with stakeholders to define, scope, and execute CX‑focused projects that enhance satisfaction and engagement

Project Management:

• Oversee small‑scale, targeted digital projects (e.g., brand‑specific initiatives)
• Develop project plans, track milestones, and communicate progress to leadership

Legal & Governance:

• Coordinate with internal legal teams on topics related to digital compliance, privacy, and content governance
• Ensure project documentation, policies, and communications adhere to legal and brand standards

Vendor & Partner Management:

• Manage relationships and day‑to‑day activities with external vendors and partners
• Evaluate vendor performance, ensure contract compliance, and drive continuous improvement

Qualifications

We are looking for someone with

• 4+ years of experience in customer experience, digital project management, or related roles
• Strong understanding of CX methodologies (journey mapping, service design, discovery analysis)
• Hands‑on experience with accessibility and data privacy tools (e.g., One Trust)
• Proven ability to manage multiple concurrent projects with cross‑functional teams
• Excellent stakeholder communication and relationship management skills

Preferred

• Experience managing external vendors or technology partners
• Knowledge of accessibility standards (WCAG 2.1 AA) and best practices
• Understanding of web technologies and digital marketing ecosystems (Yext, WYNG, CRM platforms)
• Familiarity with legal and compliance processes in digital environments

Key Skills

• Strategic and analytical thinker with attention to detail
• Strong organizational and multitasking abilities
• Excellent written and verbal communication skills
• Empathetic mindset toward customer experience and accessibility
• Comfortable working across legal, technical, and digital functions