Customer Experience Manager

Juice Recruitment is delighted to be supporting a leading national Facilities Management organisation in their search for a Customer Experience Manager to join their growing UK operation.

This is an analytical data and reporting role, rather than a people-management or frontline customer service position. The successful candidate will be responsible for analysing customer and employee data, identifying trends and patterns, producing meaningful reports and presenting insight to senior stakeholders to support business decision-making.

This is a brand-new role within the business, offering a fantastic opportunity for a highly analytical and methodical individual who enjoys working with data, turning complex information into clear insight, and using evidence to identify opportunities for business improvement.

The organisation employs over 3,000 people across the UK and has a large operational workforce across multiple regions. This role will play a key part in analysing employee engagement and retention data, understanding customer feedback, and providing insight to support wider workforce and customer experience strategies.

DAY TO DAY RESPONSIBILITIES:

• Analyse customer and employee feedback data to identify trends, risks and opportunities
• Produce clear, accurate and insightful reports and presentations for senior stakeholders
• Monitor staff retention rates and highlight regional differences and patterns (e.g. North vs South performance)
• Analyse staff survey results and translate findings into actionable recommendations
• Identify patterns and trends within workforce data to support retention and turnover strategies
• Present insights, findings and proposed solutions to senior leadership teams
• Support wider business improvement initiatives through data analysis and reporting
• Analyse and report on customer and employee experience data
• Assist with careers engagement reporting and activity, including partnerships with universities and colleges
• Help coordinate relevant events, diaries and engagement sessions with external partners where required
• Contribute to continuous improvement across reporting, insight and communication processes

WE WOULD LOVE TO SEE:

• Strong analytical mindset with experience in data, reporting or insights
• Methodical and structured approach to analysis
• Excellent attention to detail and ability to spot trends
• Confident presenting findings to senior stakeholders
• Strong Excel and data analysis skills
• Comfortable focusing on data, reporting and insight rather than people management or customer service

AND FOR YOU:

• Brand-new role with scope to shape reporting and insight
• £40,000 - £50,000 salary
• St Albans with hybrid working after probation