ayvens
Customer Experience Manager
At a Glance
- Location
- Bristol CEC, United Kingdom
- Employment
- Full time
- Posted
- 2026-07-21
Key Requirements
Required Skills
Domain Knowledge
- Education
- Finance
- Marketing
- Regulatory
Benefits & Perks
& Wellbeing Private Medical Insurance , Life Assurance, Health assessment opt
Requirements
Embed vulnerable customer considerations into journey design, communications and decision-making
Analyse feedback and complaints through a Consumer Duty lens to identify risks of harm or customer detriment
Support fair value, accessibility and customer understanding assessments
Reporting & Governance
Develop dashboards, reporting packs and insight papers on customer performance
Define and track KPIs such as NPS, complaint trends and customer effort
Compensation & Benefits
Competitive pension scheme, Annual salary review and bonus scheme,
EV company car
, Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000)
Retail discounts programme, GymFlex membership options, Cycle to Work scheme
Responsibilities
Voice of Customer (VoC) & Insight Management
Own and develop the organisation’s Voice of Customer framework
Design and manage customer feedback mechanisms including NPS, CSAT, CES, OSAT, surveys, complaints insight and digital feedback
Analyse customer data (quantitative and qualitative) to identify trends, pain points, root causes and sentiment
Produce insight reports and present findings to drive business improvements and strategic decisions
Translate insight into actionable recommendations that improve customer and business outcomes