Customer Experience Manager

Customer Experience Manager

Were looking for an experienced and strategic Customer Experience Manager to help shape the future of customer this role youll design and deliver customer experience initiatives that improve customer satisfaction strengthen loyalty and deliver measurable business value by championing the voice of the customer across the organisation.

Working within our Customer Experience team youll collaborate with Product Operations Commercial Digital and Technology teams to improve customer journeys embed customer-centric thinking and deliver meaningful change across the business.

Heres a taste of what youll be doing

Customer experience strategy & delivery

• Develop and deliver customer experience strategies and improvement initiatives.

• Champion the voice of the customer across Next.

• Shape and optimise end-to-end customer journeys.

• Use customer insight to influence strategic decision making.

Change & continuous improvement

• Lead customer experience transformation and change initiatives.

• Drive customer journey improvements that increase NPS CHI TrustPilot and business performance

• Develop business cases and embed customer-first ways of working.

• Identify opportunities to simplify processes and improve customer outcomes.

Collaboration & stakeholder engagement

• Build strong relationships across Product Operations Commercial Digital and Technology teams.

• Facilitate workshops and influence stakeholders to deliver customer-focused solutions.

• Promote customer-centric thinking and share best practice across the organisation.

Insight & performance

• Monitor customer experience KPIs and measure the impact of initiatives.

• Analyse customer feedback and performance data to identify improvement opportunities.

• Translate insight into clear actionable recommendations.

Are we the perfect match

Were looking for someone who combines customer experience expertise with a collaborative approach and a passion for delivering meaningful change.

• Significant experience in customer experience strategy transformation or continuous improvement roles with a proven track record of delivering measurable improvements in complex environments

• Experience improving omni-channel end-to-end customer journeys using customer insight data and feedback.

• Strong understanding of customer experience measures including NPS CHI and Trustpilot.

• Excellent stakeholder management and influencing skills with the ability to work across Product Operations Commercial and Technology teams.

• Strong communication facilitation and presentation skills.

• Passion for customer advocacy continuous improvement and delivering measurable business value.

It would be great if you had

• Experience with customer journey mapping or service design.

• Experience developing business cases and measuring the value of customer experience initiatives.

• Experience working within Agile product or delivery environments.

• Knowledge of Lean or continuous improvement methodologies.

Heres what else you need to know:

• Role may close earlier due to high applications.

• Fixed term contract length - 12 months

• Competitive salary

• Location NottinghamTrinity House2 Burton St Nottingham NG1 4BX Solihull 2 Princes Way Solihull B91 3ESor London 47-53 Charterhouse Street Farringdon London EC1M 6PB - with travel to our other sites when required.

• Excellent parental leave allowance.

• Award-Winning Workplace- Were proud to be named aSunday Times Best Place to Work 2025and theBest Place to Work for 1634-year-olds

• Outstanding Benefits- Enjoy 26 days of annual leave plus bank holidays a generous pension life cover bonus opportunities and access to 20 flexible benefits with tax/NI savings

• Flexible & Family-Friendly- Our industry-leading hybrid and family-friendly policies earned us double recognition at thePersonnel Today Awards 2024. Were open to discussing how flexibility can work for you

• Inclusive & Diverse- Were the only energy company in theInclusive Top 50 UK Employers. Were also proud winners ofBest Employer for WomenandHuman Company of the Yearrecognisingour inclusive people-first culture

• Support at Every Stage of Life- WereFertility FriendlyandMenopause Friendlyaccredited with inclusive support for everyone

• Accessible & Supportive-Do you consider yourself as having a disability As a Disability Confident Employer we guarantee interviews for disabled applicants who meet the minimum criteria for the roleand will make any adjustments needed during the process

• Invested in Your Growth- From inclusive talent networks to top-tier developmentprogrammes well support your growth every step of the way

• For all successful candidates.Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider

• Any questions on the role -please reach out to

• At Next our customers are our number 1 priority! AllNexties- including our executive team - regularly directly support customers so we stay close to their needs and make better decisions that deliver the best experience.