Senior Customer Experience Manager

Edinburgh area


£60k - £70k base, plus excellent package

Is customer experience your genuine area of expertise? Are you an expert with journey designs and journey improvement plans? If so, we'd love to hear from you! 

Denholm is working with one of our key financial services clients in the Central Belt who is looking to recruit a Senior Customer Experience Manager. You will have responsibility for delivering customer experience strategy and prioritise areas of CX improvement agenda into practical deliverables and changes within respective customer journeys. As well as defining and delivering a clear and well-articulated view of the end to end customer experience across product, channel and communications. 

The main responsibilities in this role would be: 

  • Mapping the ‘As Is’ customer journey down to a detailed level.
  • Creation and development of detailed Journey outcomes.
  • Experience design and ‘to be’ creation with articulation of improvements needed against business process, communications and system changes
  • Facilitation of Customer Experience/Journey Improvement Plan delivery
  • Protect the integrity of the experience through the delivery of change.

You will need to have experience in the following areas: 

  • Expert knowledge of Customer Experience and Journey Design
  • Understanding and experience of how to drive customer adoption into Digital channels, along with experience of digital and omni-channel journey design, and associated initiatives and technologies.
  • Extensive experience of turning customer feedback into tangible improvement and concepts, utilising customer and business feedback to identify a clear set of improvement priorities
  • Significant experience in delivering in complex, diverse, ambiguous environments, where you have inspired business change and created solutions to loosely defined business problems
  • Relevant business qualification e.g Customer Experience - CCXP

If this sounds like you, please get in touch to discuss further! 


Find out more...

If you'd like more information on this opportunity, please get in touch today!

Jonathan Watt, Principal Consultant

Call 0131 553 9314

Apply Now: Senior Customer Experience Manager