CX Transformation Manager

Ten Lifestyle Group

. Shape the regional customer experience strategy across the UK and Europe .

Posted 11/7/2026full-timeCape Town • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in shaping customer experience strategies and driving cross-functional accountability through effective governance and stakeholder engagement. Proficient in journey mapping, service design, and leveraging digital transformation opportunities to enhance member experiences.

Highest-signal resume keywords

Customer Experience StrategyJourney MappingStakeholder EngagementAnalytical Problem-SolvingDigital Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

NPSCSATRoot-Cause AnalysisService BlueprintingJourney TestingUATPerformance NarrativesAutomationAI-Enabled CapabilitiesContinuous Improvement

Soft Skills

Written CommunicationVerbal CommunicationVisual CommunicationInfluencing Senior StakeholdersCuriosity

Industry Keywords

Customer ExperienceTransformationConsultingProductOperations

About the role

Key responsibilities & impact

Shape the regional customer experience strategy across the UK and Europe
Own the CX performance framework, priority set and executive performance narrative
Lead the regional CX Council and governance rhythm
Bring evidence and stakeholders together to resolve priority member problems
Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions to measurable outcomes
Own the CX view of end-to-end member journeys through journey mapping, journey testing, mystery shopping, service blueprinting and future-state design
Bring the member perspective into change and UAT, agree success measures and validate improvements
Govern detractor and root-cause activity through corrective action, closure and impact measurement
Identify and shape digital transformation and continuous improvement opportunities, including automation and AI-enabled capabilities
Own CX governance and stakeholder engagement for a strategic global client account
Build relationships across senior leadership, Product, Platform, Proposition, Service, Operations, Data and other partners

Requirements

What you’ll need

Exceptional analytical and structured problem-solving skills
Ability to connect qualitative and quantitative evidence and turn it into a clear point of view
Strong written, verbal and visual communication skills
Ability to create compelling performance narratives and simplify complex issues
Confidence influencing senior stakeholders and leading through challenge, facilitation and governance without direct authority
Commercial and strategic judgement
Ability to prioritise opportunities using member impact, business value, risk and effort
Working knowledge of NPS, CSAT, root-cause analysis, journey mapping, service blueprinting, testing and UAT
Practical transformation mindset
Curiosity about digital capabilities, process redesign, automation and responsible use of AI
Ability to work across multiple teams and priorities while maintaining ownership, follow-through and attention to evidence
Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline
Track record of using insight to shape priorities and influence cross-functional change
Experience working with senior stakeholders in a complex, fast-moving or international environment
Experience of journey improvement, service design, digital change or continuous improvement is desirable
Client-facing experience is desirable

Benefits

Comp & perks

Competitive salary depending on experience
Flexible work arrangements including Hybrid work possibilities
Competitive paid time off package, including a day each year to volunteer time for a good cause
One month paid Sabbatical after every 5 years of Service, without tapping into annual leave
Ten Loyalty Rewards program including a bonus and gift
Employer-contributory company Medical Aid
Remote Working Holidays with possibilities to travel and work anywhere in the world
Employee discounts on travel and entertainment
Global, dynamic, and inclusive team
Genuine career opportunities within a dynamic and international company