Consumer Experience Specialist

Shark Clean; Leeds; Hybrid; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading consumer product company based in Leeds seeks a Consumer Experience Specialist to manage high-priority escalations and consumer claims. The role requires strong organization, attention to detail, and excellent communication skills. The ideal candidate will collaborate effectively across teams and prioritize consumer needs. Competitive benefits including health insurance and personal development programs are available. Join a dynamic team that pushes boundaries and drives results.

Benefits

Competitive health insurance

Retirement plans

Paid time off

Employee stock purchase options

Product discounts

Qualifications

• Demonstrate confidence and strong organization skills.
• Collaborate effectively and maintain strong working relationships.
• Communicate clearly with excellent professional written and verbal skills.

Responsibilities

• Manage sensitive consumer issues and claims professionally.
• Review and validate all consumer claims for accuracy.
• Lead the management of high-priority escalations.

Skills

Strong organization

Attention to detail

Professional communication skills

Problem-solving

Job description

About Us

SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

Consumer Experience Specialist

Leeds / Hybrid - 3 days per week from the office (LS15 8ZB)

About the role

In this role, you will serve as the subject matter expert for all high‑priority escalations, including legal settlements. You will manage sensitive consumer issues, claims, and injury reports with accuracy and professionalism, while identifying and communicating product trends to the appropriate teams. You will also deliver clear, high level summaries of key findings and emerging themes.

Additionally, you will support CX leadership and product teams by responding to requests that help inform customer centric decisions.

Claims & Escalations Management

• Review and validate all consumer claims to confirm the accuracy of the issue reported.
• Act as the primary point of contact for Legal, providing requested data and documentation.
• Lead the end‑to‑end management of high‑priority escalations, including:
• Validating claim legitimacy
• Offering settlements where appropriate
• Approving agreed settlement terms
• Declining settlements when claims do not meet validity criteria

Ad‑hoc Requests

• Support executive‑level escalations.
• Conduct reviews and assessments for Legal upon request.
• Support our outsource partners with all property damage claims.

This position plays a critical role in shaping the consumer journey and representing our Brand with care and integrity.

What You'll Bring

• Demonstrate confidence, strong organisation, and exceptional attention to detail.
• Follow established processes efficiently and accurately, while identifying opportunities to enhance them.
• Collaborate effectively and maintain strong working relationships across teams.
• Consistently put the consumer at the centre of decisions and communications.
• Proactively identify issues and resolve or elevate them as needed.
• Communicate clearly with excellent professional written and verbal skills.
• Show resilience, flexibility, adaptability, and openness to change.
• Approach challenges with positivity and a solutions focused mindset.

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Our Culture

At SharkNinja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.

What We Offer

We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. To gether, we won’t just launch products—we’ll disrupt entire markets.

SharkNinja Candidate Privacy Notice

• For candidates based in all regions, please refer to this Candidate Privacy Notice.
• For candidates based in China, please refer to this Candidate Privacy Notice.
• For candidates based in Vietnam, please refer to this Candidate Privacy Notice.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at [e-mail].