Customer Experience Insight Manager
Location: Hybrid (3 days in the office)
While the preference is for candidates to be based in the Reading or London offices, my client is flexible and happy to consider other UK office locations.
Company Description
My client is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, they specialise in empowering businesses with the best solutions from the world's leading providers.
Many of their clients currently benefit from one or two of their technologies, presenting an incredible opportunity to introduce them to the full suite of market-leading solutions.
Job Description
Do you thrive in a fast-paced, innovative environment? My client is on a mission to be the customer’s most trusted advisor for cloud-based technologies. They’re looking for passionate and talented individuals to join their growing team. If you're ready to turn insight into impact and help shape the future of customer experience — this is your opportunity.
What will you be doing?
You’ll be responsible for leading the delivery, and evolution of the CX Measurement and Insight strategy - ensuring the right questions are asked, at the right time, in the right way. You’ll manage CX measurement tools and suppliers, create surveys, dashboards, and insight packs, and help the business understand the “why” behind customer behaviours and sentiment.
Working closely with the Customer Journey Design Manager, you’ll play a critical role in a “Listen, Learn and Act” approach — turning data into actionable insight that drives improvements across the customer lifecycle. You’ll use a blend of quantitative and qualitative research methods, and be comfortable conducting interviews, analysing data, and presenting findings to senior stakeholders in a clear and compelling way.
You’ll champion the voice of the customer across the organisation, helping embed a culture of continuous improvement and customer-centric decision-making.
They’re looking for someone who is a self-starter — passionate, inquisitive, and confident in challenging perception vs reality. You’ll be skilled at measuring what matters, connecting the dots, digging deeper to uncover what customers and employees are truly feeling, and identifying how we can remove pain points to deliver effortless, meaningful experiences. This is a key role in a growing team that’s helping the business have the conversations that matter and drive the experiences their customers and people want to see.
Accountabilities and Deliverables:
Responsible for the development and delivery of CX measurement strategies across key lifecycle stages (e.g. discover, buy, join, manage, support, renew).
Identify and interpret the Voice of the Customer (VOC), Voice of the Employee (VOE), and operational CX indicators at each key touchpoint across the customer journey — helping to uncover pain points, form hypotheses about what’s driving customer and employee experiences, and deliver trusted insights that enable meaningful business conversations and informed decision-making.
Design and manage surveys and methodology to gather trusted insight, using tools like Qualtrics, ensuring relevance, clarity, and actionable outcomes.
Own and evolve CX KPIs (e.g. NPS, CSAT, CES, Adore Trust Index and many more), ensuring they are aligned to business goals and customer outcomes.
Manage relationships with CX measurement suppliers and platforms, ensuring performance against SLAs and KPIs.
Create and maintain dynamic dashboards and insight packs using Excel, Power BI, and other visualisation tools.
Conduct root cause analysis using both quantitative and qualitative data to identify improvement opportunities.
Facilitate workshops and insight sessions to surface key questions and drive stakeholder alignment.
Present findings and recommendations to senior stakeholders in a clear, engaging, and tailored format.
Collaborate with and challenge cross-functional teams constructively, helping them reflect on customer impact and translate insights into meaningful action
Support the development of measurement documentation, including sample frameworks, governance processes, and close-the-loop mechanisms.
Stay informed on market trends, competitor activity, and emerging CX methodologies to continuously improve our approach.
Core Competencies:
CX Measurement & Strategy – Proven experience designing and managing CX measurement frameworks, KPIs, and methodologies aligned to business outcomes.
CX Tools & Measurement Mastery – Deep expertise in configuring, managing, and optimising CX platforms (e.g. Qualtrics, Medallia), with a strong understanding of survey design, methodology, and tool performance. This is a critical capability for the role.
Insight Storytelling & Influence – Ability to connect the dots across multiple data sources, uncover the real story, and communicate insights with clarity and conviction that drive action.
Data Interpretation & Analytical Thinking – Strong analytical skills with the ability to turn data into actionable insight, challenge assumptions, and explore beyond the surface.
Strategic Connector & Business Acumen – Skilled at linking insight to strategy and commercial impact, identifying patterns across journeys and feedback loops.
Customer Empathy & Listening – Deep listening skills to understand customer and employee sentiment beyond the numbers.
Change Influence – Confident in using insight to challenge the status quo and drive meaningful change across teams.
Stakeholder Engagement – Effective communicator with experience presenting to senior leadership and influencing cross-functional teams.
CX Tools & Research Expertise – Proficient in tools such as Qualtrics, Excel, Power BI, Journey Mapping using Mural, (Miro, UXPressia); experienced in survey design, customer interviews, and applying design thinking principles.
Supplier Management – Skilled in managing third-party relationships and driving performance against SLAs and KPIs.
Governance & Continuous Improvement – Strong organisational skills with experience managing governance processes and embedding a culture of customer-centric improvement.
What else looks good for this role:
Strong experience in quantitative and qualitative research, including customer interviews, survey design, and insight generation.
Ability to analyse and interpret data using tools like Excel, Power BI, and other visualisation platforms — with a focus on storytelling and identifying both what the data reveals and what it doesn’t.
Experience in Customer Journey Mapping and Journey Design
Passionate about Customer Experience, Managed Services, and has strong technical, commercial and market knowledge.
Experience in Managed Service Provider or IT and Telecoms environment desirable but not essential.
Exposure to ITIL, Lean Six Sigma, or service management principles.
Experience working in agile environments and applying design thinking methods.
Qualifications:
3+ years of experience in CX measurement, customer insight, or performance management roles.
Extensive experience with CX measurement tools and methodologies (e.g. Qualtrics, NPS, CSAT, CES) — this is critical to the role.
Proven ability to configure, manage, and optimise CX platforms to support insight generation and continuous improvement.
Experience presenting insights to senior leadership and influencing strategic decisions.
Strong understanding of survey design, data analysis, and insight generation.
ITIL Foundation and Lean Six Sigma Green Belt preferred.
Experience in supplier management and performance tracking (SLAs, KPIs, OKRs)
