Customer Experience Lead

Customer Experience Lead

Ellesmere Port (Hybrid - Minimum 1 Day per Week Onsite)

Are you passionate about creating exceptional customer experiences across digital products?

We're recruiting for an experienced Customer Experience Lead to join an innovative solutions organisation that is investing heavily in the experience of its customers and users. This is a fantastic opportunity to shape how customers interact with multiple products, ensuring every journey is intuitive, consistent and centred around customer needs. This will be working on projects that relate to property, legal and financial services therefore candidates from regulatory technology environments could be ideal.

Working closely with Product, Development, Commercial and Operational teams, you'll lead the customer experience strategy across a portfolio of digital products, helping to reduce friction, improve adoption and increase customer satisfaction. The Role You'll be responsible for defining and embedding a consistent UX and CX approach across multiple software products. You'll map customer journeys, identify pain points, use customer insight and data to drive improvements, and champion customer-centric thinking throughout the business. Key Responsibilities

Define and implement a customer and user experience strategy across multiple digital products.

Map, analyse and continually improve end-to-end customer journeys.

Identify customer pain points and recommend practical improvements.

Lead customer research, usability testing and insight gathering.

Work closely with Product and Development teams to embed UX principles throughout the product lifecycle.

Establish consistent UX standards across multiple platforms.

Analyse customer data and experience metrics to prioritise improvements.

Present insights and recommendations to senior stakeholders.

Champion a customer-first culture across the organisation.

About You We're looking for someone who has experience within SaaS, software or digital products and is passionate about improving customer experiences.

You'll ideally have experience in

Customer Experience (CX)

User Experience (UX)

Customer Journey Mapping

Service Design

User Research

Digital Product environments

Agile product delivery

Stakeholder management

Data-led decision making

Experience working alongside Product Managers, Developers and Commercial teams would be highly beneficial. What's on Offer

Salary of £50,000 - £70000

Hybrid working with a minimum of one day per week onsite in Ellesmere Port

Opportunity to shape customer experience strategy across multiple digital products

Collaborative and supportive team environment

Genuine opportunity to influence product direction and business growth