27 days holiday per year (plus bank holidays), which increases with service. Excellent pension scheme, staff discount scheme
35 hours per week
Remote with travel to London quarterly
£50,000 per year
Permanent
RNIB is embarking on an ambitious customer transformation programme to embed true customer-centricity across everything we do.
We’re looking for a strategic and influential Senior Customer Experience Manager to help lead this change. This is an exciting opportunity to define what great customer experience looks like at RNIB - and turn that vision into practical action across the organisation.
You’ll play a key role in shaping how RNIB designs and delivers customer experiences at scale, helping us build trust, improve satisfaction and strengthen long-term relationships.
What you’ll be doing
You’ll be part of a small but ambitious team, focused on putting customers at the heart of everything we do.
Working across a broad portfolio, you’ll lead cross-organisational initiatives that embed a strong, customer-first culture.
This could include:
- Defining clear customer experience principles and standards to guide decision-making
- Designing, developing and embedding a new ‘universal’ approach to customer journeys
- Shaping how we use customer data and keep in touch patterns to engage more customers
- Using data and insights to drive continuous improvement of our customer experience
- Acting as a trusted advisor to teams across RNIB, championing customer-first thinking
- Building capability through workshops, coaching and support, helping teams deliver better experiences day to day
What you’ll need to succeed in this role:
You’ll be a strategic thinker with a genuine passion for creating excellent customer experiences, backed by a strong track record of using data and insight to improve customer outcomes.
You’ll be a recognised expert in customer experience and engagement, with the credibility to set best practice and the practical skills to make it happen.
You will:
- Bring deep knowledge of customer experience, journey design and engagement best practice
- Use data, insight and feedback confidently to inform decisions and drive improvement
- Have experience of working with customer data and CRM systems
- Have a track record of driving projects forward, even in complex or evolving environments
- Be comfortable navigating ambiguity, finding solutions and delivering at pace
- Build strong relationships and influence effectively at all levels
What We Offer
RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 27 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.
How to Apply
If you'd like to apply for this opportunity, please apply online, uploading your CV and supporting statement, telling us how you meet the essential criteria in the person specification.
