Job ID 2026-17402 Date posted 19/05/2026 Location Cambridge, United Kingdom Category Customer Service
Job Overview
Senior Manager, Customer Experience. We are looking for a strategic and customer‑focused Senior Manager of Customer Experience to own the development, execution, and continuous improvement of end‑to‑end customer journeys, specifically focusing on silicon support. This role is responsible for driving customer happiness, dedication, operational excellence, and service innovation across all customer touchpoints. The ideal candidate combines strong leadership capabilities with analytical thinking, cross‑functional teamwork, and a deep understanding of customer‑centric business practices.
Key Responsibilities
Customer Experience Strategy
* Develop and complete a silicon support customer experience (CX) strategy aligned with company goals and brand values.
* Map and optimize customer journeys across digital, service, sales, and support channels.
* Identify difficulties along with chances to improve customer happiness, retention, and advocacy.
* Establish CX metrics, benchmarks, and reporting frameworks to measure success.
Operational Excellence
* Drive continuous improvement initiatives to streamline customer‑facing processes.
* Partner with program management, support, and operations teams to ensure consistent customer experiences.
* Implement scalable service standards, workflows, and quality assurance processes.
* Coordinate blocking issue management and resolution for high‑impact customer issues.
Voice of the Customer
* Build and maintain programs to collect customer feedback through surveys, interviews, reviews, and analytics.
* Analyze customer insights and findings into actionable business recommendations.
* Present customer trends, risks, and opportunities to senior leadership.
Data & Performance Management
* Supervise and improve metrics such as NPS, CSAT, CES, retention, churn, and response/resolution times.
* Use data analytics and customer insights to guide meaningful decisions.
* Develop dashboards and executive reporting to communicate CX performance.
Qualifications
Required
* Bachelor’s degree or equivalent experience or matching professional experience in Business, Marketing, Communications, or a related field.
* Senior experience proven record in customer experience, customer success, or operations.
* Shown success leading CX transformation or customer improvement initiatives.
* Strong analytical, problem‑solving, and project management skills.
* Excellent communication, presentation, and partner management abilities.
Preferred
* Master’s degree or equivalent experience or relevant professional certifications (CXPA, Lean Six Sigma, PMP, etc.).
* Experience with CRM and CX platforms, for example Salesforce, Dynamics.
* Knowledge of PowerBI or other analytics and reporting platforms.
* Experience in a fast‑paced, multi‑channel, or global environment.
Key Competencies
* Customer‑centric approach
* Strategic leadership
* Change Management
* Cross‑functional partnership
* Data‑driven decision making
* Emotional intelligence
* Process improvement
* Executive communication
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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