Customer Experience Strategy Programme Manager

We are seeking a seasoned programme leader with deep expertise in customer lifecycle management, analytics and operational excellence. The ideal candidate should have over ten years of experience managing projects and programs, preferably in travel, retail, or e-commerce. They should be good at developing strategies from data to increase customer participation, across various channels. This role requires a robust cross-functional influencer who can translate complex insights into actionable strategies, optimise customer journeys, and deliver measurable business impact. With a balance of strategic vision and hands-on execution, the successful candidate will shape the future state of customer experience, strengthen stakeholder alignment and ensure seamless delivery of initiatives at scale.

This role will operate on a hybrid model, with at least 2 days working in the office per week.

Required Experience:

• Demonstrated ability to build solid relationships at all levels as a cross-functional influencer
• Must have experience in custom analytics. This involves identifying issues, creating models, comprehending results, and presenting them to top management.
• Experience in a multi-channel client/customer support environment (e.g., email, phone, chat, social)
• Ability to consistently deliver quality outputs in a high-paced and dynamic environment and work through ambiguity, with an ability to meet tight deadlines
• Bachelor's degree in Business or a related field. A proven qualification in Project Management is preferable
• 10+ years of experience in Project/programme management, customer lifecycle management, preferably within the travel, retail, or e-commerce sectors
• Robust track record of team management and operational management in marketing or lifecycle management functions
• Experience with managing campaigns based on data, categorizing customers, and enhancing performance.
• Ability to interpret performance insights, ensuring data-led decisions in customer collaboration initiatives
• Solid communication skills, ensuring alignment across teams and management functions
• Ability to maintain day-to-day efficiency in lifecycle management operations
• Deep awareness of customer behaviours, lifecycle stages, and participation strategies

Key responsibilities & duties include:

• Conduct up-front analysis to map all relative touch points in customer experience (current state) and identify gaps to create future state strategy, working with key SMEs
• Establish and maintain effective working relationships with multiple business partners and external vendors that manage execution at customer touch points
• Regularly assess risks and opportunities
• Partner with technical product managers/SMEs to implement features based on provided business requirements
• Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools
• Consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs
• Contribute to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world-class support and global scalability
• Coordinate and collaborate with Cx management and product teams on new program feature rollouts