We’re partnering with a major financial services organisation to find a high-calibre Customer Experience (CX) Strategy Manager for a 5-month contract. This is a unique opportunity to work closely with senior stakeholders and influence enterprise-wide CX initiatives that directly impact customer satisfaction, retention, and loyalty.

Reporting to the Head of Strategy, Research and Design, you’ll play a critical role in shaping and managing customer experience strategies across a broad portfolio. You’ll collaborate with cross-functional teams and executives to deliver C-level quality deliverables, monitor CX performance, and ensure alignment with the organisation’s overarching goals.

Key Responsibilities

• Develop and manage enterprise-level CX strategies aligned to business goals.
• Deliver high-quality strategy documentation and presentations for C-suite audiences.
• Track and report on the portfolio of CX projects, including measurement of CX-related benefits and outcomes.
• Translate customer insights and journey mapping into actionable strategies that improve satisfaction and retention.
• Collaborate with product, research, operations, and technology teams to embed CX thinking across the business.
• Support governance and prioritisation processes across the customer experience portfolio.
• Contribute to innovation by identifying opportunities to enhance service experiences through digital and human-centered initiatives.

Key Requirements

• Proven experience developing and executing CX strategies within large, complex environments (insurance or financial services experience highly regarded).
• Expertise in creating high-quality strategic deliverables and board-level presentations (powerpoint).
• Demonstrated ability to track project benefits and CX performance metrics.
• Excellent stakeholder management skills, with experience working at senior levels.
• Strong analytical mindset and comfort working with both qualitative and quantitative data.
• Ability to thrive in fast-paced environments with multiple concurrent initiatives.
• Consulting background will be highly regarded.

For more information, please apply for this position or email [email protected]