Sales Manager
EvenUp
Director, Customer Experience Transformation
Rightmove
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Define and deliver a CX transformation roadmap combining operational excellence, digital innovation (including AI/self-service), and customer-centric design
- Monitor customer insight, competitor behaviour, technology trends, and industry benchmarks to evolve CX vision
- Introduce differentiated CX solutions to elevate service proposition and lead budgeting and forecasting for transformation efforts
- Design and implement an operating model to support CX strategy at scale; plan and manage change, assess impacts and risks, and manage training and stakeholder communications
- Build, mentor and retain a high-performing team, fostering a continuous learning and ownership culture
- Develop and manage KPIs (e.g., CSAT, NPS, time-to-value, resolution rate), map customer journeys, identify friction, and lead improvement initiatives
- Embed systems and processes to capture, analyse and act on customer feedback in real time and champion customer-centricity across functions
- Provide regular updates to executive stakeholders; collaborate with Product Development, Marketing, Sales and Operations; promptly escalate issues impacting strategy fulfilment
Requirements
- Proven track record in senior CX or Customer Transformation roles, ideally in digital or SaaS-driven environments
- Experience implementing scalable digital support, AI-enabled tooling, and self-service adoption
- Excellent stakeholder management and leadership experience, preferably in fast-paced/agile environments
- Coach and mentor mindset; committed to growing others
- Customer-obsessed leader with strategic thinking and problem-solving skills
- Skilled multitasker with strong ownership mentality and clear communication
- Data-driven, naturally curious, adaptable and pragmatic in execution
- Minimum Experience: Senior Manager/Supervisor
