Customer Experience & Insight Leader (Hybrid)

MVF Global Ltd; City of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading customer engagement firm in London seeks a Customer Experience Manager to lead critical teams in Quality Assurance and Customer Services. This strategic role involves transforming traditional QA into an insight-driven function using analytics to enhance customer experiences. Responsibilities include managing data analysis frameworks, implementing feedback loops, and leading continuous improvement initiatives. Ideal candidates will have strong leadership and communication skills, with a background in performance metrics and customer satisfaction.

Benefits

Summer Fridays

Competitive holiday benefits

Hybrid working

Life Assurance

Defined Contribution Pension

Family Forward support

Wellbeing programme

Qualifications

• Proven experience in QA or Customer Experience leadership in a contact centre or customer engagement environment.
• Strong understanding of quality and performance metrics, including conversion, disputes, and customer satisfaction.
• Exceptional communication and storytelling skills — able to turn data into clear actions.

Responsibilities

• Lead the evolution of MVF’s QA function into an insight and analytics centre.
• Implement proactive feedback loops between Customer Services and other teams.
• Manage the Requalification team to optimise commercial readiness.

Skills

Customer Experience leadership

Data analysis

Communication skills

Stakeholder management

People leadership

Tools

CallMiner

Salesforce

Looker

Job description

A leading customer engagement firm in London seeks a Customer Experience Manager to lead critical teams in Quality Assurance and Customer Services. This strategic role involves transforming traditional QA into an insight-driven function using analytics to enhance customer experiences. Responsibilities include managing data analysis frameworks, implementing feedback loops, and leading continuous improvement initiatives. Ideal candidates will have strong leadership and communication skills, with a background in performance metrics and customer satisfaction.