CX Transformation Manager

Ten Lifestyle Group

. Own and interpret the UK and Europe CX performance framework .

Posted 11/7/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience governance, strategic narrative creation, and cross-functional collaboration to drive measurable outcomes. Proficient in journey mapping, service design, and leveraging digital transformation opportunities to enhance member experiences.

Highest-signal resume keywords

Customer Experience GovernanceJourney 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 NarrativesProcess RedesignAutomationAI-Enabled Capabilities

Soft Skills

Influencing Senior StakeholdersWritten CommunicationVerbal CommunicationVisual CommunicationCuriosity

Industry Keywords

Customer ExperienceTransformationConsultingProductOperationsContinuous ImprovementCross-Functional ChangeEvidence-Led Problem-SolvingClient-Facing ExperienceSenior Leadership

About the role

Key responsibilities & impact

Own and interpret the UK and Europe CX performance framework
Create a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes
Lead the regional CX Council and governance rhythm
Bring evidence and stakeholders together to agree how priority member problems will be solved
Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through measurable outcomes
Own the CX view of end-to-end member journeys using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design
Bring the member perspective into change and UAT
Agree success measures with delivery teams and validate whether changes improved the experience
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
Align client priorities and member outcomes with the wider regional CX strategy
Build influential 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
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; strong internal stakeholder leadership and ability to develop external client capability are equally valued

Benefits

Comp & perks

Annual Extra Mile Awards
Career development support
Flexible work arrangements, including hybrid work possibilities
25 days of annual leave per annum
Additional 3 extra days of annual leave in the third year
One month paid sabbatical after every 5 years of service
Employer-contributory company pension
Ten Loyalty Rewards program
Remote Working Holidays: travel and work for up to 4 weeks per year
Travel and entertainment discounts
Global, dynamic and inclusive team
Possibility of growth within a dynamic and international company