Shape the customer experience agenda of a multi brand travel business at a pivotal moment of transformation and growth.
Leger Shearings Group is seeking an experienced and commercially astute Customer Experience leader to join our management team in a role with genuine influence, visibility and scope. This is a rare opportunity to define, embed and lead a group‑wide CX strategy within a well‑established organisation with strong heritage brands and ambitious growth plans.
This is not a role for a CX custodian. We are looking for a change leader—someone who has successfully built CX capability from a low maturity baseline, elevated customer thinking at all levels of the business, and hard wired customer outcomes into how a business operates, measures success and makes decisions.
The Opportunity
As Group Customer Experience Manager, you will own end‑to‑end customer experience across all brands and touchpoints, from first interaction through post tour advocacy. You will:
* Set the vision, standards and governance for customer experience across the Group
* Lead a cultural transformation, embedding customer‑first thinking into strategy, operations, metrics and behaviours
* Translate customer insight into commercially impactful change—improving loyalty, retention, reputation and lifetime value
* Act as the voice of the customer at senior leadership and Board level, influencing priorities, investment decisions and performance management
You will work closely with peers across Marketing, Contact Centre, Operations, Product and Finance, holding the organisation to account for the experience it delivers.
What You Will Be Accountable For
* Define and deliver a group wide CX strategy aligned to business growth, brand positioning and profitability
* Establish clear CX objectives, success measures and accountability at executive and operational levels
* Act as a senior sponsor for customer‑led change initiatives
Customer Insight & Journey Design
* Build a robust, scalable insight framework using our CX platform, feedback, reviews and qualitative insight
* Lead customer journey mapping and redesign across priority journeys
* Identify systemic issues and translate insight into prioritised improvement plans
CX Governance, Metrics & Performance
* Own key CX metrics (e.g. NPS, CSAT, complaints, retention) and connect them directly to financial performance
* Deliver compelling reporting and insight to the Senior Leadership Team and Board
* Ensure customer outcomes are reflected in scorecards, incentives and decision making
* Set the strategic approach to complaint handling and regulatory compliance
* Reduce complaint volumes through root‑cause resolution, not just process efficiency
* Ensure customer rights, fairness and reputational risk are actively managed
Culture, Capability & Influence
* Build CX capability across the organisation, not just within a central function
* Win hearts and minds, challenge legacy ways of working and drive sustained behavioural change
* Role‑model the Group’s mission and CARE values at all times
About You
You are a senior CX professional who brings credibility, gravitas and a strong commercial mindset. You will likely have:
* A proven track record of leading CX transformation in a complex, multi‑touchpoint organisation
* Experience working with senior leadership or director level, with regular exposure to Boards or Exec committees
* Demonstrable success in embedding customer experience where maturity was previously low
* Strong analytical capability, with experience linking CX insight to financial and operational outcomes
* Deep understanding of complaint management, UK consumer protection and regulatory environments
* The confidence and influence to challenge senior stakeholders and drive cross functional change
Experience within travel, tourism or hospitality is highly desirable, alongside a genuine passion for delivering outstanding customer experiences.
What We Offer
* Competitive salary up to £60,000 DOE
* Market leading travel benefits: up to £1,590 annually for you and your partner to experience a Leger Shearings Group tour, plus 5 additional days’ paid leave to enjoy it
* 27 days’ holiday (excluding public holidays), including paid leave for your birthday and Christmas Eve
* Senior‑level visibility, influence and the opportunity to leave a lasting legacy
* Ongoing professional development and executive level exposure
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