CX Sentiment, Insights & Performance Manager (Customer Experience)

TL;DR

CX Sentiment, Insights & Performance Manager (Customer Experience): Leading a high-performing insights team to gather, analyse and interpret customer data across hirify.globalThree with an accent on improving customer experience, influencing strategic priorities, and embedding performance metrics. Focus on building CX frameworks and models, translating complex data into actionable insights, and driving strategic change.

Location: Hybrid role based in Newbury, London, or Stoke, United Kingdom, requiring 2-3 days in the office each week (at least 8 days per month).

Company

hirify.globalThree is building a telecommunications network in the UK, investing in 5G, AI, and IoT to connect people, places, and potential.

What you will do

• Lead and manage a high-performing insights team to gather, analyse, and interpret customer data.
• Drive insight-led decision making to significantly improve customer experience.
• Influence strategic priorities and embed critical performance metrics that shape business outcomes.
• Build and implement CX frameworks, models, and opportunities linked to overall business strategy.
• Translate complex data into actionable insights and drive strategic, data-driven decisions.
• Foster a culture of continuous improvement in customer satisfaction across the organization.

Requirements

• Proven expert and deep experience in customer insights, analytics, or performance management roles.
• Strong leadership skills with experience managing high-performing teams.
• Ability to build and maintain relationships with internal and external stakeholders up to Director Level.
• Strong analytical mindset and expertise in data analysis tools and visualisation platforms.
• Deep understanding of customer experience principles and metrics.
• Experience working in large, complex organisations with strong commercial acumen in the telecoms industry.

Culture & Benefits

• Hybrid working approach offering flexibility to work both in the office and from home.
• Competitive basic salary, bonus, and comprehensive hirify.global benefits.
• Up to 28 days of annual leave plus bank holidays, with paid time for charity work.
• Personalised benefits, including discounts, vouchers, and a pension plan.
• Extensive learning tools for career development and supportive parental leave policies.
• Commitment to inclusion for all, fostering a workplace where different perspectives are welcomed.