160 Customer Experience Director jobs in the United Kingdom

Customer Journey Manager

Halifax or Leeds (Hybrid working)

6 Month Contract (Scope for further extensions)

Job Description

The CJM plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The Customer Journey Manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Key Accountabilities

Understand

• Understands end to end journey with support
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with supervision and lead on Customer Journey and process maps (e.g Visio)

Optimise

• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
• Often displays a continuous improvement mindset to their journey

Orchestration

• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

Key Skills

Customer insights - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments.

Problem Solving - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.

Stakeholder Management - Builds positive stakeholder relationships to support own and team's work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise.

Customer Journey Manager

Halifax or Leeds (Hybrid working)

6 Month Contract (Scope for further extensions)

Job Description

The CJM plays a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The Customer Journey Manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.

This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

Key Accountabilities

Understand

• Understands end to end journey with support
• Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Works with supervision and lead on Customer Journey and process maps (e.g Visio)

Optimise

• Continually evaluates the effectiveness of parts of the journey from a customer and business perspective
• Often displays a continuous improvement mindset to their journey

Orchestration

• Coordinate cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed

Key Skills

Customer insights - Draws valuable insights from data sources and reports, translating data into requirements (e.g., personalised engagement approaches) and shares findings with the relevant team. Appreciates how customers' needs evolve over time and uses this to develop a comprehensive view of different customer segments.

Problem Solving - Evaluates options and uses experience to find the most suitable solution, applies own judgement and creates an appropriate decision-making criterion to help prioritise options. Uses internal and external frameworks for inspiration.

Stakeholder Management - Builds positive stakeholder relationships to support own and team's work. Independently manages stakeholder expectations with regular updates of work and potential risks/issues.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Note - if you do not hear back within 48 hours of applying, please assume you have been unsuccessful on this occasion, however, we will have your CV and contact details on files should something more suitable arise.

Company description:

Water Utility Company based in Yorkshire region of England.

Job description:

Customer Journey Lead

We offer a salary up to £60,000.00 per annum, depending on experience

A company car cash allowance scheme
Annual incentive related bonus (up to 10% of annual salary)
Private health care (self only)
Attractive pension scheme (up to 12% company contribution)
Life assurance cover of 4.

WHJS1_UKTJ

JOB TITLE:     Head of Supply Chain & Customer Journey

LOCATION:    Aylesford, Kent

WORKING HOURS: 8am - 4.30pm

A bit about the role.

Are you a commercially savvy and strategically driven leader ready to make a big impact? We’re looking for a Head of Supply Chain & Customer Journey to take the lead in shaping and advancing our Supply Chain and Customer Service functions.

In this high-profile role, you’ll be responsible for creating and executing a forward-thinking strategy that delivers commercial value, builds resilience, and drives efficiency across our business and the wider Group.

We’re seeking someone with a strong commercial mindset and a hands-on approach. You’ll play a crucial role in optimising our end-to-end supply chain while enhancing every stage of the customer experience.

Some of your responsbilities

• Develop and lead a long-term, group-wide procurement strategy aligned to mid - long term business goals.
• Work closely with the COO to forecast and anticipate business needs and ensure the supply chain is future-ready, resilient, and aligned with strategic objectives.
• Work collaboratively across cross functional stakeholders within the Operations, Finance, Product and Executive teams to understand business needs and drive procurement excellence.
• Drive supplier innovation, risk mitigation, and sustainability across the supply chain.
• Lead sourcing strategy and supplier evaluation processes, ensuring optimal cost, quality, service, and compliance.
• Manage and challenge suppliers to deliver the required standards and measure their performance against agreed objectives / SLA’s, putting in place corrective actions as necessary.
• Analyse current and future products to identify supply chain options accordingly in advance of product launch so alleviate any delays in product launch and identify any cost savings.
• Build strong and long-lasting supplier relationships through regular interaction and onsite in person visits with key contacts.
• Negotiate high-value, complex contracts and commercial agreements.
• Conduct thorough audits and risk assessments as required for suppliers to ensure regulatory compliance and mitigate any supply chain risk as far as possible.
• Establish and maintain robust procurement governance, policies, and ethical standards.
• Analyse and leverage procurement data and insights to drive cost saving, performance monitoring, and continuous improvement.
• Actively manage NPS scores.
• Any other reasonable adhoc duties as necessary for the proper fulfilment of the role.

Leadership:

• Driving the department to meeting and exceeding set goals.
• Overseeing the direction of day-to-day activities of the team in close collaboration with the team leader.
• Utilising your unique expertise and skills to empower the team, evenly distributing knowledge to aid individual and team confidence, growth and development.
• Motivating the team to achieve business goals.
• Developing and implementing a timeline to achieve targets.
• Working with team leaders to monitor productivity and output.
• Regularly assessing capacity of the team and ensuring resources are in place and planned for forecasted pipeline projects.
• Coordinating and delegating tasks to team leaders and members.
• Identifying areas of training needed for individual team members to maximise their potential.
• Conducting regular one to ones and annual appraisals with direct reports.
• Contributing to the growth and development of the company through a successful, high performing team.
• Creating a vibrant and collaborative working environment that inspires the team.

Requirements

• FCIPS or MCIPS Level 5 or above.
• Proven experience in a senior, strategic procurement function in a mid-sized or growth business.
• Deep understanding of the full procurement lifecycle: sourcing, contracting, purchasing, supplier management, and risk mitigation.
• Familiarity with procurement technology and reporting tools.
• Ideally a strong background in FMCG or manufacturing.
• Willingness and ability to travel within the UK and internationally on a regular basis.
• Strong negotiation, analytical, and stakeholder management skills.
• Commercial thinker with a track record of instigating and driving cost reduction across purchases.
• Naturally proactive and solutions-oriented; always looking for opportunities to improve.
• Strong relationship builder who can influence and collaborate across all levels.
• Strategic thinker with the ability to balance short-term wins with long-term goals.
• Driven by results, hungry to deliver cost savings and operational efficiencies.
• Responsive, able to work in a very fast paced, agile environment.
• Excellent people leadership skills.
• A confident, rational and practical decision maker.
• Able to challenge constructively.
• Flexible and adaptable with the ability to manage operational business change within a fast paced, rapidly expanding company.
• Persistent and determined when it comes to securing better supplier terms and unlocking value.
• Positive, can-do attitude with a passion for driving change and making an impact.
• Self-motivated and organised with excellent attention to detail and can-do attitude.
• Excellent written and verbal communication skills.
• You embody our company people values:
• Teamwork - Collaborate effectively with humility, appreciating and integrating individual skills and perspectives to achieve collective goals.
• Committed - Dedicate yourself fully to your role, going above and beyond with self-motivation and loyalty to achieve individual, team, and company goals.
• Ownership - Take full responsibility for your work, performance, and conduct, acting with integrity, staying organised, and learning from feedback and mistakes.
• Positive - Approach tasks with optimism and innovation, viewing challenges as opportunities, and bringing energy and enthusiasm to inspire and motivate others.
• Responsive - React quickly and effectively to needs and feedback, prioritising tasks with urgency, embracing change, and maintaining a proactive approach.

Why work for us

Pineapple is a leader in designing and manufacturing innovative furniture solutions for challenging environments. A family run company started in 1975, Pineapple is now a global business with headquarters in Kent (UK) and offices in France, Germany and the USA.

Pineapple still runs by its original ethos of creating mindfully designed furniture that not only works effortlessly and looks great but also helps foster a calm and supportive environment. Join Pineapple and be part of a team that is dedicated to making a difference through quality, innovation, sustainability and exceptional customer care.

Benefits

What we offer you

• We were proudly featured in The Sunday Times as one of the Best Places to Work 2024 & 2025
• Competitive pay
• Pension scheme
• A Healthcare Cash Plan – You can claim for medical expenses, dental or optical services, as well as access to 100s of deals and discounts
• 23 days annual leave + UK bank holidays
• An extra day’s leave for your birthday
• All new starters, we'll plant a tree in your honour. We currently have trees planted in the UK, Tanzania, Uganda, Kenya, and Madagascar
• Sustainability-focused – We’re committed to reducing our environmental impact through low carbon operations, renewable energy, and recycled materials
• Regular team socials and events, including summer and Christmas parties. As well as football and netball teams, and other ad hoc events
• Monthly pizza Friday
• Enjoy free fruit, snacks, hot drinks, and cold beverages
• Employee referrals bonus scheme
• Access to our Learning & Development platform, offering a wide range of online courses, certifications, and professional development tools to support your career growth and skill enhancement
• Company volunteering day, 2024, we were at Port Lympne Safari Park picking leaves ready to be frozen for the animals through the winter
• High-quality office environment
• Free onsite parking / within walking distance from the train station

We are an equal opportunities employer. We welcome applications from all suitably qualified persons.

Agencies we know where you are if we need any support, thank you for your interest in working with Pineapple.

Location:  Flexible: Tewkesbury, Wolverhampton, Lichfield, Chipping Sodbury, or Norwich
Salary:  Circa £150,000 per annum depending on experience
Closing Date:  Sunday 10 August 2025

At Bromford Flagship we create communities where people can put down roots, feel secure, and thrive. With over 80,000 homes across east, central and southwest England, we’re one of the UK’s leading housing providers – and we’re just getting started.  Our ambition is bold: to deliver 2,000 new homes each year for the next 30 years.  

We’re now looking for a Group Director of Customer Experience – a strategic, visionary leader who can shape and deliver a seamless, personalised and engaging customer journey across all channels.

About the Role

This is a pivotal leadership role where you’ll define and lead the customer experience strategy across the group. You’ll oversee a cross-functional team covering contact hubs, customer engagement, and complaints, ensuring every interaction reflects our values and commitment to exceptional service.

You’ll champion digital transformation, embed a customer-obsessed culture, and ensure our services are shaped by insight, innovation, and the voice of the customer.

What You’ll Be Doing

• Leading the development and execution of a group-wide customer experience strategy
li>Spearheading digital innovation and automation to streamline services
• Overseeing a scalable omni-channel contact model across all platforms
• Mapping and optimising the end-to-end customer journey
• Using customer insight and feedback to drive continuous improvement
• Leading and inspiring a high-performing team across multiple locations
• Advising senior leaders and the Board on trends, risks, and opportunities
• Ensuring governance, compliance, and financial accountability in your area
• Championing diversity, inclusion, and customer involvement in service design

What We’re Looking For

< i>Proven senior leadership experience in customer experience or related fields
• Strong background in digital transformation, service design, and innovation
• Demonstrated success in improving customer satisfaction and engagement
• Experience leading large-scale change and managing complex operations
• Excellent strategic thinking, stakeholder engagement and influencing skills
• Commercial acumen and experience managing large budgets
• Passion for customer service and a deep understanding of customer needs

Qualifications

• Degree-level education or equivalent experience (MBA desirable)
• Formal customer experience qualification or equivalent expertise
• Housing or related professional qualification (or willingness to work towards one).

This is a full-time, hybrid role, giving you the opportunity to work flexibly from home and our offices.  Our main offices are Lichfield, Wolverhampton, Tewkesbury and Chipping Sodbury.  You can be based at any of these locations but regular travel across the whole of our operating geography will be required.

A full driving licence and a basic DBS with consumer check will be required.

Why Join Us?

We’re building a future where everyone has a safe, affordable place to call home. Joining us means being part of something bigger – a purpose-driven organisation where work matters, your voice is heard, and your development is a priority.

We strongly recommend reviewing the full job description attached to gain a deeper understanding of the role, responsibilities, and the impact you can make at Bromford Flagship.

The selection process will include two assessment stages, likely to take place in late August and early September.  Further details will be shared with shortlisted candidates.

Ready to make a difference?
Apply now and help shape the future of customer experience at Bromford Flagship.