MVF

Customer Experience Manager

Reposted 15 Hours Ago

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Hiring Remotely in United Kingdom

Remote

Senior level

AdTech • Digital Media • eCommerce • Marketing Tech • Sales

MVF help ambitious businesses grow by generating high volumes of new customers

The Role

The Customer Experience Manager will lead QA, Customer Services, and Requalification teams to enhance customer experience using data insights and quality standards. Responsibilities include managing analytics frameworks, implementing feedback loops, and ensuring continuous improvement in customer engagement.

Summary Generated by Built In

The Role
The Customer Experience Manager will lead three critical teams - Quality Assurance, Customer Services and Requalification - to ensure exceptional customer experiences, data-led insight and commercial quality standards across all B2B and B2C products.
This is a strategic transformation role. You will be responsible for evolving MVF's QA function from traditional call review to an insight-driven performance discipline, integrating speech analytics, the Quality Performance Scorecard (QPS), and commercial dashboards to influence advisor behaviour, process design, and channel outcomes.
You'll build a new analytical capability within the QA team, ensuring that data from Callminer, CRM and feedback systems drives continuous improvement across the business. Alongside this, you will manage the Customer Services and Requalification teams - focusing on creating proactive feedback loops, reducing disputes and improving customer and client satisfaction.
What we're offering you:

Summer Fridays
Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
Closed for Christmas holidays - Extra days not taken from your annual holiday allowance.
Work from anywhere for 2 weeks a year
Life Assurance and Income Protection to protect your loved ones
Benefits allowance for health, dental, and vision coverage
Six months paid maternity leave, and one month paid paternity leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
Defined Contribution Pension and Salary Sacrifice Scheme
Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
Family Forward support for our MVF parents and their mini-mes
2 charity days a year
Free breakfast when in the office

Key Responsibilities
Quality & Insight Leadership

Lead the evolution of MVF's QA function into an insight and analytics centre, building frameworks that combine manual QA with automated speech and language analysis.
Own and develop the Quality Performance Scorecard (QPS), ensuring it drives measurable commercial and behavioural improvements.
Establish a reporting and dashboarding suite that links quality, compliance, and performance metrics (e.g. conversion rate, refund rate, customer sentiment).
Partner with Commercial and Product teams to translate QA insights into improvements in call strategy, queue design, and training.

Build QA analyst capability in data interpretation, trend identification, and narrative building.
Lead continuous improvement initiatives that directly enhance advisor performance, customer and client outcomes.

Customer Services & Feedback Loop

Lead the Customer Services function to deliver exceptional support, ensuring every interaction builds trust, retention, and commercial value.
Implement proactive feedback loops between CS, Product, and Commercial teams to reduce disputes and improve client outcomes.
Develop escalation, service recovery, and insight-sharing processes that improve systemic quality rather than only resolving cases.
Monitor and report on CSAT, first-contact resolution, and response efficiency, using trends to drive upstream improvements.

Requalification & Lead Optimisation

Manage the Requalification team, ensuring leads are revalidated and optimised for commercial readiness.
Partner with Commercial to ensure requalification targets align with revenue priorities.
Provide insight into requalification trends and quality performance, surfacing opportunities for improved yield and audience targeting.
Proactively own projects and deliver to drive continuous improvement and efficiencies

Cross-Functional Collaboration

Partner with Speech Analytics and Data teams to surface and apply call and sentiment data across channels.
Represent QA and Customer Experience in strategic forums, ensuring the voice of the customer shapes process and product design.
Work closely with outsourced partners to ensure consistent standards, capability development, and cost efficiency.

People Leadership & Development

Lead and coach a multi-disciplinary team, building capability across analytics, service, and quality performance.
Foster a culture of curiosity, accountability, and feedback.
Ensure all team members have clear goals, KPIs, and growth pathways.

Skills & Experience
Essential

Proven experience in QA or Customer Experience leadership in a contact centre or customer engagement environment.
Demonstrated ability to build or transform analytical frameworks, ideally within a speech analytics or customer insight context.
Strong understanding of quality and performance metrics, including conversion, disputes, and customer satisfaction.
Proficiency in using speech analytics, CRM and data visualisation tools (e.g. CallMiner, Looker, Salesforce etc).
Exceptional communication and storytelling skills - able to turn data into clear actions.
Experienced people leader with a track record of developing multi-functional teams.
Strong stakeholder management across Commercial, Product, and Operations functions.

Desirable

Experience in integrating AI, speech analytics, or automated QA tools into business processes.
Experience working with outsourced or offshore partners.
Familiarity with compliance and data standards (GDPR, TCPA, FCA).

Key Competencies

Insight-Led Leadership - Uses analytics and customer data to drive decisions and performance improvement.

Commercial Acumen - Connects quality and service outcomes directly to revenue and efficiency.
Operational Excellence - Builds scalable frameworks, systems, and feedback mechanisms.
Coaching & Development - Elevates team capability through structured feedback and growth focus.
Collaboration - Works cross-functionally to align insights, operations, and strategic goals.
Continuous Improvement - Always seeking smarter, more efficient, and higher-quality delivery.

Top Skills

Callminer

CRM

Looker

Salesforce

Speech Analytics

What the Team is Saying

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The Company

HQ: Austin, TX

500 Employees

Year Founded: 2009

What We Do

MVF powers growth for our clients by connecting them to potential customers.

The digital marketing landscape is complex and constantly evolving. Businesses need experts who are tracking that evolution and finding new ways to innovate and win.

This is where MVF comes in. We match readers, buyers, & business leaders with the brands & companies that make the products and services they need.

We do this by building relationships with potential customers at each stage of the marketing funnel by offering insights, information, and tools to help them learn more about the things they’re interested in. We build profiles on our audiences, guide them through purchase decisions, and ultimately connect them to the right products/services when they are ready to buy. Our clients trust us as experts in lead generation, which frees up their time to do what they do best.

Why Work With Us

Competitive starting base and a lucrative uncapped commission structure. Great work-life balance, Monday – Friday, business hours (9am - 5pm) – it’s not a competition between who leaves the latest, just keep smashing your targets.