Interim Global Digital Customer Experience Manager
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
Location: London office,typically twice a week.
Rate: £350-£400 per day
Term: 6-9 months
Can you tick these 3 confidently?
- Do you know Medallia? ?
- Have a solid digital channel bias with a good amount of technical understanding in how to implement a VoC programme? ?
- Able to talk about how youve taken a digital VoC project of this type thats already done the design stage, and taken it through delivery, ensuring what was launched delivers on business needs? ?
If you can, please ensure its included in your application.
About the role
This project is to deliver and scale a new Digital Voice of the Customer (VoC) programme across global markets on behalf of a retail giant.
The design foundations are in place - now theyre at the stage of implementation, testing, and optimisation. Your focus will be to ensure the programme delivers on its promise: driving frictionless customer journeys and shaping actionable insights that guide business decisions across digital channels.
This role will see you collaborate with regional teams, technical specialists, and external partners as the programme expands from EMEA into North America, LATAM and South East Asia. The stakeholder management piece will be big, with lots of moving parts with lots of internal teams to engage and handle, across multiple territories including IT, e-commerce, app team and external vendors.
As well as handling multiple worksteams - e.g. testing in one market whilst scaling in another. So the ability to keep track of progress, maintain alignment of business goals and keep all stakeholders onboard will be really important.
Youll need a mix of hands-on technical expertise, project management skills, and the ability to turn complex data into clear, compelling stories for business stakeholders.
What youll be doing
Leading the implementation and roll-out of the Digital Voice of the Customer programme across global regions
Overseeing testing, optimisation, and performance tracking to ensure business goals are met
Collaborating with ecommerce, IT, and app teams to manage delivery milestones and integrations
Well versed in technical aspects of a VoC programme e.g. configuration of a website, mobile app, and third party tools
Partnering with external vendors to configure and evolve the platform
Developing insights from VOC data and linking with transactional data to identify opportunities and measure impact
Scaling the programme globally while balancing consistency with local nuances
Monitoring industry trends to keep the digital CX strategy competitive
What were looking for
Strong experience in Digital Voice of the Customer programmes, with Medallia Experience Cloud (must have)
Solid background in implementing and scaling digital CX initiatives, not just designing them
Experience in project management and delivery across multiple markets or regions
A technical understanding of ecommerce platforms, apps, and third-party tools
Confident communicator with proven ability to influence and partner with diverse stakeholders
Self-motivated, proactive, and comfortable managing multiple workstreams simultaneously
Why join
This is an opportunity to join a global organisation at a critical stage in its CX journey where your expertise will directly shape how customers experience the brand across digital touchpoints worldwide. Youll be part of a collaborative, forward-looking team with the scope to innovate and make a measurable impact on the customer experience.
Want to Apply? Heres how:
You can share your Linkedin profile or email me a CV it doesnt have to be up to date, we can work on that once you decide you want to take this forward.
Or, for a chat and more information please contact me on:
Colin Doree
Recruiter | Blue Pelican
01892 507122
TPBN1_UKTJ