Location: Hybrid – Average of 2 days in Cardiff office
Contract: Permanent, full-time or part-time and flexible hours/patterns available – We understand that life is more than just work, so we’re happy to discuss flexible working arrangements around childcare and other life-balance commitments.
About Us
At Sero, we’re committed to delivering exceptional customer experiences. Our mission is to connect homes and energy through innovative solutions that help reduce carbon footprints, save customers money, and contribute to the climate emergency response. We work with home builders, landlords, and other stakeholders to create energy-efficient solutions that lead the way to Net Zero.
About the Role
We’re looking for a Customer Experience Manager to champion customer insights and shape business decisions. You’ll be responsible for understanding the full customer journey, embedding Voice of the Customer programs, and ensuring that our services deliver the best possible outcomes. This role requires a data-driven approach to improving customer experiences across all areas of the business.
How you will help
* Develop and implement a customer experience strategy. Establish voice of the customer programs to embed insights that drive business growth and customer satisfaction.
* Engage stakeholders across teams - work with marketing, product, and service teams to develop strategies that enhance customer engagement and brand alignment.
* Collaborate with the marketing team to ensure cx strategies reflect the brand and improve engagement.
* Partner with product teams to develop features that deliver successful customer outcomes.
* Lead customer research & insights – oversee qualitative and quantitative research to understand factors driving customer acquisition and satisfaction.
* Monitor performance metrics – develop measurement frameworks such as NPS programs and performance scorecards to track and enhance customer experience initiatives.
* Drive continuous improvement – lead human-first improvement projects to enhance customer journeys, service delivery, and product design.
* Present insights & data storytelling – use data storytelling and visualisation to align teams and drive strategic action.
To Hit the Ground Running, You’ll Need:
* Expertise in customer and business insights with a strong commercial focus.
* Proven experience in engaging and influencing senior stakeholders.
* Experience in collaborative journey mapping and developing full customer blueprints.
* Familiarity with Agile project management and development methodologies.
* Strong ability to build strategic partnerships and manage complex stakeholder relationships.
* Advanced skills in research, data collection, reporting, and workshop facilitation.
* Experience using data to recommend changes to senior leaders.
* Track record of improving customer acquisition and retention through successful customer experience strategies.
Desirable (but not essential):
* Experience in Social Housing, Banking, Financial Services, or Retail industries.
* Proven ability to establish and grow Customer Experience capabilities within an organisation.
* Familiarity with commercial functions such as:
* Branding
* Proposition Development
* Product Development
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Services for Renewable Energy
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