About this role
Advocacy Creation CX Manager
Join us as an Advocacy Creation CX Manager. In this high-impact role within our CX (Customer Experience) Delivery Team, you will define and own our customer advocacy strategy, shaping what advocacy means for our customers and how we build loyalty, deepen relationships, and improve customer experiences. Working closely with a range of stakeholders including Marketing, Digital, Operations, Segments and Propositions, you will embed the advocacy strategy across the business, ensuring customer advocacy is brought to life. Using customer insights and data from across the business you will identify opportunities, recommend actions, and drive measurable outcomes, with a particular focus on customer voice and Net Promoter Score (NPS) performance. This is a fantastic opportunity to take accountability for a key strategic agenda, influence business decisions, and showcase your ability to turn insight into action and results.
To be successful as an Advocacy Creation CX Manager, you must have the following essential skills:
Project Management – Proven ability to lead and deliver cross-functional projects to ensure successful implementation of the advocacy strategy.
Business Case Development & Return on Investment Assessment – Experience building robust business cases, evaluating return on investment, and presenting evidence-based recommendations to support decision-making.
Insight Analysis & Outcome Delivery – Excellent analytical skills with the ability to interpret customer, market, and business insights, identify opportunities, and translate findings into measurable business outcomes.
Stakeholder Management & Change Management – Demonstrated ability to influence and engage stakeholders at all levels, driving alignment, adoption, and successful delivery of strategic change.
Continuous Improvement Mindset – Ability to identify process improvement opportunities, implementing effective solutions, and enhancing customer and business performance.
Some other highly valued skills may include:
Agile & Scaled Agile Framework (SAFe) – Experience working within Agile and Scaled Agile environments.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
This role will be based in London or Manchester.
About Us
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
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