Job Description
We are excited to offer you the opportunity to join our Marketing department as a Customer Experience Manager!
Reporting into the Director of Marketing, the Customer Experience Manager is the internal voice of the customer, advocating for their needs and expectations. This role collaborates cross-functionally to enhance the overall customer experience, drive loyalty, improve service delivery and strengthen brand awareness.
In this role, you will be responsible for:
* Working with stakeholders and the senior leadership team to define customer experience objectives.
* Lead initiatives and facilitate customer experience journey mapping workshops and research with our customers.
* Collaborate with teams and managers to identify initiatives that improve customer journeys, eliminate pain points and improve brand perception.
* Leveraging research and insights to design and implement customer experience strategies that are aligned with Worcester Bosch’s values and business goals.
* Serving as the voice of the customer internally, ensuring customer insights and feedback are integrated into decision-making processes across departments.
* Manage and analyse customer feedback across multiple channels and touchpoints to identify areas for improvement.
* Monitor and report on customer experience KPIs and present insights and trends to senior management.
* Design and deliver customer experience training to engage CX champions.
* Be the NPS touchpoint owner for Worcester Bosch.
* Staying current on industry trends, techniques and competitor customer experience strategies to maintain a competitive edge.
Interested? Upload your CV today!
Qualifications
Skills & Attributes:
* Proven experience in Customer Experience with a high level of empathy.
* Strong understanding of customer journey mapping and experience design principles.
* Proficiency with CRM systems and customer feedback platforms.
* Experience in driving customer-centric culture.
* Excellent communication, networking and relationship building skills.
* Comfortable driving change.
* Analytical mindset with ability to interpret data and generate actionable insights.
* Strong organisational and project management skills.
* Knowledge of the heating or home appliance industry is a plus but not mandatory.
Additional Information
Deadline for Applications: 13.11.2025.
Please note, we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.
Working Hours:
* 39 hours per week – standard working pattern of 08:00 – 17:00 Monday to Thursday and 08:00 – 16:00 Friday with a 1-hour lunchbreak
Working with us comes with the following benefits:
* Hybrid working options available
* 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years
* Eligibility for our Company Performance Bonus (up to £2,000 gross per annum)
* Enhanced pension contributions
* Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits
* Employee Assistance Programme and Virtual GP
* Discounts on products from across the Bosch Group
* Subsidised onsite café and canteen
* Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing
* Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
* Volunteering days
* Cycle to work scheme with discounts on push-bikes, e-bikes and accessories
* Policy to support growing families
* Access to self-service training platform containing over 200 Bosch approved programmes
* Networking opportunities across Bosch UK including a mentoring programme
And more!