CX Transformation Manager

Are you passionate about customer experience and turning member insights into meaningful change?

This is a fantastic opportunity to shape the customer experience across the UK and Europe, working with senior leaders and cross-functional teams to improve member journeys and drive transformation across service, product, operations and digital solutions.

This role turns member insight into transformation across the UK and Europe. You will shape the regional CX strategy, own the performance narrative and work with senior leaders and cross-functional teams to solve the issues that matter most to members. As the CX lens across the end-to-end member journey, you will combine analytical problem-solving, governance and influence to improve experiences across service, proposition, product, platform and operations.

You will also identify where digital transformation, automation and AI-enabled solutions can simplify journeys and improve member and business outcomes.

Key responsibilities:

• Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
• Lead the regional CX Council and governance rhythm, bringing the right evidence and stakeholders together to agree how priority member problems will be solved.
• Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
• Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
• Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
• Govern detractor and root-cause activity from evidence and diagnosis through corrective action, closure and impact measurement.
• Identify and shape opportunities for digital transformation and continuous improvement across the member journey, including appropriate use of automation and AI-enabled capabilities.
• Own CX governance and stakeholder engagement for a strategic global client account, aligning its priorities and member outcomes with the wider regional CX strategy.
• Build influential relationships across senior leadership, Product, Platform, Proposition, Service, Operations, Data and other partners to turn insight into sustained change.

Requirements

• Exceptional analytical and structured problem-solving skills, with the ability to connect qualitative and quantitative evidence and turn it into a clear point of view.
• Strong written, verbal and visual communication, including the ability to create compelling performance narratives and make complex issues simple.
• Confidence influencing senior stakeholders and leading through challenge, facilitation and governance without direct authority.
• Commercial and strategic judgement, with the ability to prioritise competing opportunities using member impact, business value, risk and effort.
• Working knowledge of CX measures and methods such as NPS, CSAT, root-cause analysis, journey mapping, service blueprinting, testing and UAT.
• A practical transformation mindset, with curiosity about digital capabilities, process redesign, automation and responsible use of AI to improve journeys.
• Comfort working across multiple teams and priorities while maintaining clear ownership, follow-through and attention to evidence.

Experience:

• Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
• A track record of using insight to shape priorities and influence cross-functional change. A traditional CX career path is not required.
• Experience working with senior stakeholders in a complex, fast-moving or international environment.
• Experience of journey improvement, service design, digital change or continuous improvement is desirable.
• Client-facing experience is desirable, but strong internal stakeholder leadership and the ability to develop external client capability are equally valued.

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience
• Flexible work arrangements including Hybrid work possibilities;
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave. 
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten. 
• Employer contributory company Medical Aid: We offer a comprehensive employer-contributory medical aid scheme designed to support the health and well-being of our employees. Through this benefit, the company makes regular contributions towards your medical aid plan, helping to significantly reduce your out-of-pocket medical expenses.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world! 
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would! 
• Be part of our global, dynamic, and inclusive Team, with diversity at its core. 
• Genuine career opportunities within a dynamic and international company. 

Who Are We

Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. Wepartner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.

Ten’s strategy focuses on four key areas: deliver a worldclass member experience, invest in technology, expand contracts 

with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.

At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.

Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/

Commitment to Diversity 

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.