Customer Experience Manager
Location: Hybrid – Average of 2 days in Cardiff office
Salary: £45,000
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
1. Develop and implement a customer experience strategy. Establish voice of the customer programs to embed insights that drive business growth and customer satisfaction.
2. Engage stakeholders across teams - work with marketing, product, and service teams to develop strategies that enhance customer engagement and brand alignment.
3. Collaborate with the marketing team to ensure cx strategies reflect the brand and improve engagement.
4. Partner with product teams to develop features that deliver successful customer outcomes.
5. Lead customer research & insights – oversee qualitative and quantitative research to understand factors driving customer acquisition and satisfaction.
6. Monitor performance metrics – develop measurement frameworks such as NPS programs and performance scorecards to track and enhance customer experience initiatives.
7. Drive continuous improvement – lead human-first improvement projects to enhance customer journeys, service delivery, and product design.
8. Present insights & data storytelling – use data storytelling and visualisation to align teams and drive strategic action.
To Hit the Ground Running, You’ll Need:
Essential
1. Expertise in customer and business insights with a strong commercial focus.
2. Proven experience in engaging and influencing senior stakeholders.
3. Experience in collaborative journey mapping and developing full customer blueprints.
4. Familiarity with Agile project management and development methodologies.
5. Strong ability to build strategic partnerships and manage complex stakeholder relationships.
6. Advanced skills in research, data collection, reporting, and workshop facilitation.
7. Experience using data to recommend changes to senior leaders.
8. Track record of improving customer acquisition and retention through successful customer experience strategies.
Desirable (but not essential):
1. Experience in Social Housing, Banking, Financial Services, or Retail industries.
2. Proven ability to establish and grow Customer Experience capabilities within an organisation.
3. Familiarity with commercial functions such as:
1. Branding
2. Proposition Development
3. Customer Segmentation
4. Product Development
More Information:
Diversity: We actively look to reflect the variety of our world and welcome the widest diversity of applicants. If you require any adjustments to the application or interview process, please do get in touch!
Permanent: We're a growing SME and see this role as a permanent member of our growing team. We’ve got lots of plans up our sleeves for exciting new things!
Working Hours: We consider full-time to be 37.5 hours per week between 7am and 7pm Monday to Friday but this could also be a part-time role if it works best for you. How you wish to make a working pattern is up to you, as long as you’re meeting the needs of the role. We think work should suit your lifestyle, so we welcome you to work when you can be most efficient.
We'd like some of your working hours to be coordinated with other team members and stakeholders to ensure we're being efficient and communicating effectively.
Location: We have an office based in Cardiff and would expect you in the office on average 2 times per week to engage with the various stakeholders.
Salary: We’re budgeting between up to £45,000 per year for a full-time person in this role, with the offered salary being based on previous experience. If the role is part-time, the salary will be adjusted accordingly based on the agreed hours.
Perks:
At Sero, we offer a flexible and supportive working environment where your contributions will have a direct impact on our journey to Net Zero. We prioritise work-life balance, professional development, and a culture that values innovation and collaboration.
1. You’ll start with 27 days of annual leave to use as you wish, plus 8 bank holidays. After 3 years of service, your annual leave will increase to 28 days. Additionally, after 5 years of service, you’ll be eligible for a paid 4-week sabbatical as a thank-you.
2. Private free healthcare with Bupa, with the option to add your family at our reduced rate.
3. Salary sacrifice Pension with Royal London – for a 3% contribution from you, you will receive 6% from Sero.
4. Income Protection for peace of mind - 75% of your salary for up to 5 years in cases of long-term sickness.
5. Share Option Scheme: after 12 months of being with Sero, you will be granted an Option over a set amount of shares based on your salary and level in the business at the time of grant.
6. Help@Hand Employee Assistance Programme which includes 25/7 access to a GP, mental health, financial and legal support.
7. Our offices are in the City Centre (less than 10 mins from Cardiff train station) or if you prefer to drive, we have discounted NCP rates available.
8. Generous family-friendly policies.
9. Dog friendly.
10. Bike2Work scheme: purchase a bike for up to £1500 through a salary sacrifice scheme.
11. Volunteering: 8 hours for yourself, 8 hours to use as a team.
12. Our office is always fully stocked with all the usual refreshments, tea, coffee, a variety of milks and a healthy fruit bowl.
13. FOR Cardiff membership; access to exclusive discounts from Cardiff businesses like money off food and drink.
14. Training and development support for everyone through our LMS and 10% protected professional development time each week.
And… working with us, you’ll be helping towards saving the planet.
Interested? Ready to make a change?
If you think we’re a match, get in touch! Send us your C.V. along with a cover letter explaining why your experience would be the perfect fit for Sero.
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