Job Description
ROLE OVERVIEW
The Customer Experience (CX) Manager supports GRIDSERVE’s customer experience strategy by uncovering customer pain points, turning insight into action, and leading cross‑functional improvements. The role blends customer insight, operational partnership, governance, and project delivery, working closely with the Head of CX and the Experience Designer to embed customer-first thinking across the business.
MAIN RESPONSIBILITIES
Customer Insight & Analysis
* Analyse customer data, feedback, journey performance and operational trends to identify friction and opportunities.
* Translate insight into clear, actionable recommendations that support prioritisation and decision‑making.
Operational Feedback Loops & Root Cause Analysis
* Build structured feedback loops with Customer Service, Operations and frontline teams.
* Lead root cause analysis to break down recurring issues and support operational fixes.
* Maintain a central log of pain points, owners and progress.
CX Improvement Projects
* Lead cross‑functional CX improvement projects from discovery to delivery.
* Work with Customer Service, Ops, Product, Digital and Marketing to embed improvements.
* Partner with the Experience Designer to align work with UX and service design practices.
CX Governance & Standards
* Support development and adoption of CX standards and customer‑first frameworks.
* Help ensure consistency and quality across digital and operational journeys.
Change Adoption & Influence
* Influence teams to adopt improvements using insight and evidence.
* Support workshops and discussions that promote customer‑first thinking.
Voice of the Customer & Reporting
* Produce regular customer insight reports.
* Track key CX metrics such as CSAT, NPS and case drivers.
Research & Commercial Understanding
* Stay up to date on customer experience trends and technologies.
* Assess commercial impact of behaviours and support business cases.
PERSON SPECIFICATION
Required Experience
* Experience in customer experience, operations, or insight roles.
* Experience leading cross-functional projects.
* Experience using VoC methodologies and tools, including NPS and CSAT.
* Experience working with CRM systems and/or customer journey mapping.
* Experience conducting structured root cause analysis.
* Experience in EV, retail, or related sectors
Required Skills and Abilities
* Strong analytical and problem-solving skills.
* Ability to influence stakeholders and support change.
* Strong communication and storytelling skills.
* Confidence working across functions and disciplines.
* Understanding of service design principles.
* Exposure to commercial modelling or development of business cases.
Desirable Qualifications and Certifications
* Customer experience, service design or human-centred design certification (e.g. CCXP, Service Design, Design Thinking).
* Customer insight, UX research, product management or digital transformation certification.
* Process improvement or analytics certification (e.g. Lean Six Sigma, Agile/Scrum, data/BI tools)