Customer Experience Manager

Customer Experience Manager

18 months fixed term contract

Full time (34.5 hours)

Location: Hybrid between home and a Macmillan office (see what this looks like in the advert text)

Salary range:
£43,000 - £48,000 per annum

At Macmillan Cancer Support, we know that delivering an exceptional customer experience is vital to how we support people living with cancer and the wider communities we serve. We're looking for a passionate and strategic Customer Experience Manager to help us improve, align and innovate how people engage with our services and products.

This is a challenging role for someone who thrives on understanding complex journeys, driving improvement, and enabling teams to deliver consistent, effective and compassionate experiences.

About the role

As our Customer Experience Manager, you'll be at the heart of ensuring our customer journeys are designed with people's needs front and centre. You'll work across a diverse portfolio of cancer support services and products, helping teams understand their customers better, help people get the right support, when they need it from our, and continuously improve the quality and impact of the experience we provide.

Your work will be insight-driven and collaborative, using journey mapping and service design disciplines, data, and feedback to inform strategies and implementation plans. You'll also play a key role in embedding customer-first thinking across Macmillan by supporting teams with training, tools, and best practices.

Key responsibilities:

• Support the development and delivery of customer insight and analytics briefs to understand key pain points and opportunities.
• Map customer journeys across Macmillan's products, services, and relevant external touchpoints to identify areas for alignment and improvement.
• Contribute to the development of strategies and tactical solutions that improve navigation across services, enhance experience, and deliver value to both users and Macmillan.
• Collaborate with internal teams to implement improvements, track progress, and report on the effectiveness of experience strategies.
• Enable service and product owners to adopt Macmillan's journey mapping methodologies and establish clear measures of impact and effectiveness.
• Work with insight and strategy teams to identify service gaps and support the design of new experiences where needed.
• Lead on the reporting of key customer experience, quality, and effectiveness metrics, helping to prioritise improvements and action plans.
• Define and advocate for the data, systems, and technology needed to improve customer journeys, acting as a business lead where appropriate.
• Build strong, collaborative relationships across teams and departments to align efforts and share best practice.
• Manage external suppliers and working with third parties involved in delivering customer experience initiatives.
• Champion Macmillan's values and ensure they are consistently reflected in customer experiences across all our products and services.

About you

We're looking for someone who:

• Has strong experience in customer experience and preferably also service design or related disciplines.
• Can demonstrate delivering successful experience / operational improvements through journey mapping, service improvement or customer-focused transformation.
• Is confident working with data, insight and metrics to drive decisions and measure impact.
• Is a natural collaborator and communicator, able to influence and support diverse internal stakeholders.
• Understands how to build and embed best practice in experience design across large organisations.
• Has experience managing projects and working with external partners or suppliers.
• Brings a user-centred mindset and a passion for delivering positive outcomes for customers.

About hybrid working in this role

We have three offices; our Head Office in London and two workspaces based in Shipley and Glasgow. There is an expectation for attendance in the office weekly, but this can be discussed with the hiring manager at interview.

Benefits

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

The application closing date is 13 November 2025 at 11:59pm.

To ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate's experience.

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, 'Our Voice' and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.