Customer Experience Manager

Customer Experience & Proposition Manager Our client, a leading FMCG business, is seeking an experienced Customer Experience & Proposition Manager to join their Insights & Innovation team. This is a strategic role focused on shaping and improving the end-to-end customer experience across retail and digital channels, ensuring propositions are customer-led, commercially impactful, and operationally deliverable. Key Responsibilities Define and evolve the customer value proposition across in-store, online, service, and communication channels Lead improvements across key customer journeys, identifying pain points and opportunities through customer insight and performance data Develop and deliver a customer experience roadmap focused on driving customer satisfaction and commercial performance Translate customer insight into scalable operational and commercial initiatives Establish customer experience standards and frameworks across key touchpoints Own customer experience measurement, includi...