Customer Experience Manager
FCDO Services
Apply before 11:55 pm on Wednesday 11th March 2026
Reference number :
Salary : £46,224
Plus location allowance of £1,750
Contract type : Full-time - Permanent
Location : Hanslope, South East England, MK19 7BH
Job summary
At FCDO Services, we protect the UKs interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.
Job description
Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission were on. In our world, it all matters.
Balancing quality and value is a real skill, and its one shared by our Commercial team, who make sure we meet the needs of government customers. Theyre the specialists who shape services with expert insights, win work through expert bid management, and help us reach new customers each day. Now, youve got the opportunity to join them.
Understanding customer needs.
Winning exciting bids.
Knowing the impact of your work.
It all matters.
Your research, powerful improvements to our services
As Customer Experience Manager, it will be your strategic and tactical insights and recommendations that result in improvements in customer service, satisfaction and the overall efficiency of our services. To achieve this, youll lead a team of Insight Managers to conduct customer interviews, surveys, desk research and gather delivery data, compiling and analysing the results. Encourage the team to use the best research processes for gathering information, whether its through qualitative, quantitative, informal or formal methods.
Take the lead, see your actions ripple across the organisation
As Customer Experience Manager, youll co-own quarterly business-wide insights forums and a State of the Nation twice yearly report with the Strategy Manager. Youll look across the public and private sector for more inspired ways of working.
Across the organisation, youll manage customer service and measure customer experience. Part of this will involve working with managers to develop customer objectives and action plans, such as helping delivery managers to establish measurable KPIs.
What youll bring to the role
You have recent, relevant experience at managing an insights or customer experience function within a delivery organisation. This is backed by a track record of using customer data and reporting to deepen insights, and ultimately, to drive decisions, actions and areas for improvement. Youve turned to multiple sources, used a range of tools and dashboards, to collect data effectively.
Youve managed a team to deliver an effective, efficient insights service for varied stakeholder audiences (up to C-suite/DG level). Plus, youve led on organisational improvement through training, feedback, surveys and developing KPIs.
Building stakeholder relationships will be key. Youve successfully influenced and collaborated with diverse stakeholders, securing understanding and buy-in, even when theres initial resistance. This is complemented by excellent written and verbal communication skills, with an ability to translate, summarise and present complex information and arguments in an accurate, concise and engaging way.
Highly organised and detail oriented, youre always aware of the deadline and committed to driving results. Even when pressure mounts, youre able to remain calm and positive. Plus, you combine innovative thinking with problem solving and logic. Youre comfortable analysing and assessing quantitative and qualitative data.
It would desirable if youre familiar with complaint management and metrics. Experience of private sector best practice processes and methodologies, particularly in lean working, root cause resolution would be good too. Wed like to see a degree or level 6 qualification in Marketing or Business and CIM member. You may also have experience in copywriting professional, technical, or corporate documents. An understanding of any of the following would be beneficial: the requirements of public sector work, the international and domestic economic and geopolitical environment, and the function of FCDO Services.
Discover the support you need to grow your career further
But were always looking to improve - just like you. Thats why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, youll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. Its a great set of benefits made to support all you do, and all you need.
Every single colleague must be security cleared before joining us. If youre successful in your application, well ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance.
To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk
It takes a diverse team to protect a diverse world
The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know youre welcome and valued. Its what makes us a Disability Confident employer. And why were recognised as a Carer Confident workplace. And its how you know youre joining an inspiring, inclusive organisation.