Customer Experience Manager

Location: Hybrid working with office attendance at the HQ in Leicestershire or the London, Holborn office; fully remote working is not available.

Company

hirify.global provides discounts, products, and services for members who work in public safety, care, and related essential services.

What you will do

• Own complex and sensitive member issues, make sound decisions, and support frontline teams through escalated cases.
• Investigate contact reasons, performance metrics, operational data, and frontline insight to identify root causes and failure demand.
• Design and deliver quick fixes and longer-term process improvements that reduce repeat contact and friction in member journeys.
• Use voice-of-member data and feedback channels to evaluate changes and close the loop on issues.
• Partner with Knowledge & Process, QA, Systems & Tooling, and Member Operations teams to embed improvements.
• Work with Product, Engineering, Partnerships, and Marketing to remove systemic causes of member friction.

Requirements

• Substantial experience resolving complex customer or member issues, ideally in a regulated, verification-led, or operationally complex environment, with experience at CX Manager level or equivalent.
• Ability to make balanced decisions weighing member experience, operational practicality, and risk, and support decisions with data.
• Strong problem-solving skills, including connecting individual cases to wider patterns and root causes and working effectively with incomplete information.
• Hands-on experience with customer service platforms and the ability to extract, shape, and interpret data independently.
• Ability to use AI tools where appropriate to prioritise issues, test assumptions, and evaluate outcomes.
• Ability to communicate the member story through data and insight, make a compelling case for action, and influence without formal authority.
• Proactive, hands-on approach with the ability to drive problems to resolution and balance immediate issue handling with longer-term improvement work in a fast-paced environment.

Nice to have

• Experience in a membership, subscription, or benefits-led organisation.

Culture & Benefits

• Hybrid working, flexible hours, and an emphasis on in-person collaboration; fully remote working is not available.
• 25 days of annual leave plus public holidays, a birthday day off, a Moments that Matter day, and the option to buy or sell up to 5 holiday days.
• Volunteering or fundraising day, annual company bonus, and a £450 annual personal growth fund.
• Private medical insurance, healthcare cashback, pension salary sacrifice, enhanced family leave, and a confidential assistance programme.
• hirify.global membership, office parking and EV charging at HQ, and an on-site gym with free classes.