Customer Listening Programme Manager
Location: Flexible UK locations with FlexFirst hybrid working
Make customer feedback count.
Join our CX Design & Transformation team and play a key role in shaping how we listen to customers and act on what matters most. As Customer Listening Programme Manager, you'll lead programmes that capture authentic customer voices and turn insights into meaningful improvements.
About the role:
Develop and manage our customer listening framework across surveys, tools, and channels.
Design feedback programmes for key journeys and moments.
Work with third-party vendors to deliver innovative listening practices.
Connect feedback to performance metrics and customer experience outcomes.
Integrate insights from frontline teams for a complete view of opportunities.
Maintain our VoC platform and provide clear, actionable reporting.
Actively share insights in ways that inspire collaboration and positive change.
Support colleagues to embed listening into everyday work.
What we're looking for:
Experience improving customer journeys in a collaborative environment B2C or B2B.
Knowledge of CX measurement, analysis, insight and journey mapping tools.
Ability to analyse processes across digital and offline channels.
Skilled at building relationships and encouraging shared ownership.
Strong communicator who can make insights clear and engaging.
Comfortable prioritising and adapting in a dynamic environment.
Preferred:
Qualification in Business, Customer Experience, Service Design, or similar.
Training or certification in Journey Management, CX Strategy, or Human-Centred Design.
Core behaviours:
Take ownership
Work as one team
Champion customers
Strive to innovate
Develop a growth mindset
#CX #Customerexperience