Job Title - Customer Experience (CX) Lead
Location - Birmingham/Hybrid - travel to other UK sites
Salary - £40,000 to £45,000
Customer Experience Lead
Champion the Customer. Drive Change. Shape the Future.
Bridge Recruitment are working with a leading manufacturing company who are a leader in their field.We have an exciting new role, where we are looking for a Customer Lead person who can come in and make a difference
Are you passionate about delivering outstanding customer experiences and making things work better across teams? We're looking for a strategic yet hands-on Customer Experience Lead to put the customer at the heart of everything we do.
In this pivotal role, you'll act as the voice of the customer, working cross-functionally with planning, logistics, quality, and production teams to deliver a seamless, high-quality end-to-end customer journey. If you thrive on problem-solving, collaboration, and continuous improvement-and see digital transformation as an opportunity rather than a challenge-this role is for you.
🚀 What You'll Be Doing
Customer-Centric Strategy
Champion the customer across the organisation, using feedback, data, and frontline insight to shape service strategies that improve satisfaction and retention.Cross-Functional Collaboration
Partner with planning, logistics, quality, and production teams to ensure customer needs are understood, prioritised, and consistently delivered.Issue Resolution & Escalation
Lead root cause analysis for customer complaints, delays, or quality issues.
Implement corrective actions and clearly communicate outcomes to stakeholders.Continuous Improvement
Identify pain points across the customer journey and lead initiatives that streamline processes, remove inefficiencies, and enhance the overall experience.Project Management
Drive customer-focused improvement projects from concept through to execution, ensuring clear milestones, engagement, and measurable results.Communication & Reporting
Communicate confidently with both internal teams and external customers.
Prepare clear, insightful reports on CX performance, trends, and initiatives for senior leadership.Digital Transformation
Promote and adopt digital tools such as CRM systems, self-service platforms, and analytics to improve visibility, interaction, and data-driven decision-making.👤 What We're Looking For
Proven experience in a customer-facing, operational, or cross-functional role (e.g. Customer Experience, Logistics, Planning, Quality).
Strong understanding of end-to-end supply chain and customer fulfilment processes.
Excellent communication skills with the ability to influence and align diverse teams.
Demonstrated problem-solving and root cause analysis skills.
Solid project management experience with the ability to juggle multiple priorities.
Confidence working with data and systems such as CRM, ERP, and analytics dashboards.💡 Why Join?
This is a fantastic opportunity to make a real impact, shaping customer experience at a strategic level while staying close to day-to-day operations. You'll be empowered to challenge the status quo, drive meaningful change, and help build a truly customer-first culture.
👉Ready to lead the customer journey? Apply now and help us deliver experiences that make a difference
