Team – Insights Lab
Working Pattern - Hybrid – 2 days per week in the Vitality London, Bournemouth or Stockport Office. Full time hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role
- Extensive Enterprise CX Leadership
- Advanced Evidence-Based Decision Making
- Proven Executive-Level Influence
What This Role is All About
We’re looking for a senior Customer Experience Manager to lead how customer evidence shapes enterprise priorities, strategic decisions and measurable business change. Working across Health, Life and the Vitality Programme, the role will bring together insight from multiple sources to establish a clear view of the most important customer opportunities, risks and experience gaps. As a trusted adviser to ExCo and senior leaders, the Customer Experience Manager will influence transformation, governance and investment decisions, while creating the ownership, challenge and momentum needed to turn evidence into meaningful customer and commercial outcomes.
What You'll Be Doing
- Lead the enterprise customer experience agenda, ensuring customer evidence directly informs strategic priorities, transformation activity, governance and investment decisions
- Own the enterprise customer priorities and change portfolio, establishing a clear route from evidence and prioritisation through to accountable delivery, benefits realisation and measurable impact
- Act as a trusted customer experience adviser to ExCo and senior leaders, bringing commercial judgement, constructive challenge and a clear customer perspective to complex business decisions
- Lead the customer insight and experience contribution to major business and transformation programmes, influencing direction and outcomes without assuming delivery accountability from business owners
- Build a comprehensive enterprise CX narrative by connecting customer feedback, complaints, assurance, root cause analysis, user research, operational performance, conduct evidence and external insight
- Determine which customer opportunities require action by assessing customer impact, commercial value, urgency, risk, organisational scale and the strength of supporting evidence
- Set and uphold robust standards for portfolio entry, prioritisation, ownership, milestones, escalation, closure, outcome measurement and benefits realisation
- Translate complex and sometimes conflicting evidence into clear executive recommendations, practical priorities and defined actions with visible accountability
- Partner with senior business owners to agree intended customer and commercial benefits, establish meaningful success measures and maintain oversight of progress and realised impact
- Challenge and escalate where ownership, progress, evidence or impact is insufficient, maintaining momentum while ensuring accountability remains with the appropriate business leaders
- Produce high-quality executive papers, briefings and presentations that clearly articulate the evidence, implications, available choices and recommended course of action
- Use regulatory developments, competitor evidence, market research and emerging CX practices to challenge existing thinking and identify material customer opportunities and risks
What do you need to thrive?
- Significant experience leading customer experience, insight or customer-led transformation within a complex organisation
- A strong track record of turning customer evidence into strategic priorities, measurable business outcomes and meaningful change
- Proven ability to influence ExCo and senior leaders, lead without formal authority and challenge complex business decisions
- Exceptional synthesis, storytelling and executive writing skills, connecting multiple evidence sources into clear recommendations and accountable action
- Strong commercial judgement, linking customer outcomes with business performance, risk and investment priorities
- Experience working within financial services or another regulated environment, with an understanding of Consumer Duty or similar customer outcome requirements
S
o, what’s in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
- Help you to be the healthiest you’ve ever been
- Create an environment that embraces you as you are and enables you to be your best self
- Give you flexibility on how, where and when you work
- Help you advance your career by playing you to your strengths
- Give you a voice to help our business grow and make Vitality a great place to be
- Give you the space to try, fail and learn
- Provide a healthy balance of challenge and support
- Recognise and reward you with a competitive salary and amazing benefits
- Be there for you when you need us
- Provide opportunities for you to be a force for good in society
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.