Customer Experience Manager

• Extensive Enterprise CX Leadership
• Advanced Evidence-Based Decision Making
• Proven Executive-Level Influence

• 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

• 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

At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality’s approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.