Customer Experience Lead - Permanent
Location: Theale, Berkshire (Hybrid – 3 days office / 2 days home)
Are you passionate about designing exceptional B2B customer experiences that drive commercial success?
We're looking for an experienced Customer Experience Lead to shape and deliver the end-to-end customer experience strategy for a leading UK telecoms infrastructure business. This is a newly created, highly visible role where you'll influence how customers engage with the business across every touchpoint, from initial awareness through to long-term partnership.
Working across Sales, Product, Marketing, Delivery and Operations, you'll ensure customer insight is embedded into strategic decision-making, helping to improve customer satisfaction, strengthen relationships and support business growth.
What you'll be doing
- Own and continuously evolve the end-to-end customer experience strategy across the full B2B customer lifecycle.
- Lead customer journey mapping and service blueprinting, creating clear frameworks that improve customer outcomes and align cross-functional teams.
- Develop and drive the Voice of Customer programme, turning customer feedback and behavioural insight into measurable business improvements.
- Partner with Sales, Product, Marketing and Operations to optimise customer acquisition, engagement, delivery and retention.
- Establish customer experience governance, standards and continuous improvement initiatives across the organisation.
- Facilitate workshops with senior stakeholders and present customer insights and recommendations to executive leadership.
- Use customer data, operational performance and commercial insight to identify opportunities to improve customer satisfaction, efficiency and revenue growth.
About you
You'll bring extensive experience in Customer Experience, Customer Strategy within a B2B environment, with a proven ability to influence senior stakeholders and deliver measurable improvements.
You'll also have:
- Experience designing and improving end-to-end customer journeys.
- Expertise in customer journey mapping, service blueprinting and Voice of Customer programmes.
- Strong commercial awareness with the ability to translate customer insight into business performance.
- Excellent stakeholder management, facilitation and executive communication skills.
- Experience delivering cross-functional transformation and continuous improvement initiatives.
- Strong analytical skills with experience using customer data to drive decision-making.
- Experience with tools such as Miro, Figma, Power BI, CRM platforms and customer insight/survey tools.
- Experience within telecoms, technology, infrastructure or another B2B service-based organisation is highly desirable.
This is an excellent opportunity to take ownership of customer experience at an enterprise level, working closely with Sales and Product teams to shape customer strategy and deliver meaningful business impact.