Customer Experience Lead

About the role

We are seeking a Customer Experience Lead to shape the way customers interact with a portfolio of digital products in the property, legal and financial services sectors. Working in a hybrid model (minimum one day onsite per week), you will partner with Product, Development, Commercial and Operational teams to create intuitive, consistent, and customer‑centred journeys.

Key responsibilities

• Define and embed a unified CX and UX strategy across multiple software products.
• Map end‑to‑end customer journeys, identify pain points and recommend practical improvements.
• Lead customer research, usability testing and insight gathering to inform design decisions.
• Collaborate with Product and Development teams to integrate UX principles throughout the product lifecycle.
• Establish and maintain consistent UX standards across platforms.
• Analyse customer data and experience metrics to prioritise enhancements.
• Present insights and recommendations to senior stakeholders and champion a customer‑first culture.

Required profile

• Proven experience in SaaS, software or digital product environments.
• Strong background in Customer Experience (CX) and User Experience (UX) design.
• Experience with customer journey mapping, service design and user research.
• Familiarity with agile product delivery and data‑led decision making.
• Ability to work closely with product managers, developers and commercial teams.

Required skills

• Customer Experience (CX)
• User Experience (UX)
• Customer Journey Mapping
• Service Design
• User Research
• Agile product delivery
• Data‑led decision making

What we offer

• Salary range of £50,000 – £70,000 per year.
• Hybrid working model with at least one day per week onsite in Ellesmere Port.
• Opportunity to influence and shape the customer experience strategy across multiple digital products.