Customer Experience Lead
Reports to: Head of Product
Main Purpose of Role
To lead the customer experience function, ensuring customer insight, user research and experience design are embedded throughout the product lifecycle.
The Customer Experience Lead is responsible for understanding customer needs, identifying friction across end-to-end journeys and ensuring a consistent experience across LMS's products and services. Working in close partnership with the Product Lead, they will help shape product discovery, validate opportunities and ensure customer evidence informs product decisions.
This role champions customer-centric thinking across the organisation, balancing user needs with business goals to deliver measurable improvements in customer satisfaction, product adoption and operational efficiency.
Measures of Success
- Customer insight consistently informs product strategy, discovery and prioritisation.
- Clear ownership and continual improvement of end-to-end customer journeys.
- Measurable reductions in customer effort and friction across key journeys.
- Improvements in customer satisfaction, engagement, adoption and completion rates.
- UX and customer experience principles are embedded within product discovery and delivery.
- Consistent experience standards are adopted across all LMS products and services.
- Strong collaboration exists between Product, Engineering, Commercial and Operational teams.
- Customer research is undertaken regularly and translated into clear product opportunities.
- Product decisions are supported by qualitative and quantitative customer evidence.
Key Responsibilities
- Define and lead the customer experience strategy across LMS's digital products and services.
- Develop a deep understanding of customers, users and operational stakeholders through ongoing research and engagement.
- Own and continuously improve end-to-end customer journeys, identifying opportunities to simplify complex processes and remove customer friction.
- Lead customer discovery activities including interviews, workshops, usability testing and journey mapping.
- Translate customer insight into clear opportunities that support product discovery and roadmap planning.
- Partner closely with the Product Lead to ensure customer needs are reflected within product strategy, prioritisation and delivery.
- Establish UX principles and experience standards that create consistency across products.
- Use behavioural data, analytics and customer feedback to validate hypotheses and measure improvements.
- Define meaningful customer experience metrics and communicate progress through regular reporting and dashboards.
- Work collaboratively with Engineering, Operations and Commercial teams to ensure customer considerations are incorporated into product delivery.
- Champion customer-centred thinking throughout the organisation, helping teams make evidence-based decisions rather than assumption-led ones.
- Continuously review industry trends, customer expectations and emerging best practice to ensure LMS products continue to evolve.
What Good Looks Like in This RoleKnowledge
You understand:
- Modern product discovery techniques and customer-led product development.
- UX and CX methodologies including journey mapping, service design and user research.
- Digital product management principles and agile delivery.
- How customer insight can influence product strategy and commercial outcomes.
- Accessibility, usability and inclusive design principles.
- Quantitative and qualitative research methods.
- Data analytics and behavioural insight.
- How operational processes influence customer experience.
Skills
You can:
- Lead customer discovery and research programmes.
- Map and optimise complex customer journeys across multiple products.
- Translate customer problems into actionable product opportunities.
- Facilitate workshops and stakeholder collaboration.
- Analyse customer feedback, behavioural data and product metrics.
- Balance customer needs with technical, commercial and operational priorities.
- Influence senior stakeholders through evidence and insight.
- Build strong partnerships across Product, Engineering and Operations.
- Measure the impact of experience improvements using meaningful KPIs.
Behaviours
You are:
- Naturally curious about customer problems.
- Passionate about improving customer outcomes.
- Collaborative and able to influence across multiple disciplines.
- Evidence-led, using data rather than opinion to drive decisions.
- Commercially aware, understanding the balance between customer value and business priorities.
- Pragmatic, focusing on delivering incremental improvements that create measurable value.
- Comfortable challenging assumptions and encouraging new ways of thinking.
- Passionate about continuous improvement and learning.
Pay: £50,000.00-£70,000.00 per year
Application question(s):
- You will be required to be in the office in Ellesmere Port 1 day per week. Can you confirm you are no further than 1 hour 30 minutes from here?
- Can you describe your experience of mapping end-to-end customer journeys across multiple digital products or platforms?Please include the different user types you worked with, the tools or techniques you used, and how the journey maps influenced product or business decisions.
- Tell us about your experience interviewing customers or end users.
How did you plan and conduct the interviews, what insights did you uncover, and how did those insights lead to improvements in the customer experience?
- Can you provide an example of a customer experience improvement you led?
What problem were you trying to solve, what actions did you take, and how did you measure the success of the changes?
Work authorisation:
- United Kingdom (required)
Work Location: In person
