At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.
About the roleAt Dyson, we’re obsessed with understanding our customers - what they think, how they feel, and how we can make every interaction better. As our Product Lead for Customer Data, you’ll play a key role in shaping the future of customer experience across the business.
This is an opportunity to combine insight, innovation, and technology to help Dyson deliver outstanding experiences at scale. If you’re energised by solving problems, shaping platforms, and turning feedback into meaningful impact, this is the role where you’ll make a real difference.
The role will be responsible for the customer experience agency partnership, data accuracy and feedback strategy associated with the customer domain.
Reporting into the lead customer experience manager you will be the core decision maker and point of contact for the platform, partnership, and business requirements associated with customer experience and satisfaction in the customer domain.
Responsibilities
Oversee the strategy, design, and ongoing development of the Voice of Customer (VOC) and Customer Experience (CX) feedback processes.
Excel in dynamic environments, managing multiple projects and partnerships in close collaboration with both internal and external stakeholders.
Facilitate data-driven decision making by supporting the insights and analytics team to enhance customer experience across the organisation.
Serve as the subject matter expert for all aspects of the CX tool, developing the future roadmap, strategic direction, and long-term vision.
Continue to lead and strengthen the CX partnership, integrating relevant technologies and AI-driven efficiencies.
Build trust and confidence among stakeholders regarding the programme’s architecture and design.
Proactively identify and address challenges, escalating significant issues and dependencies to management as appropriate.
Manage the feedback collection program, ensuring seamless operation and up-to-date technology integrations with internal systems such as CRM platforms, websites, and the MyDyson App.
Ensure the quality, reliability, usability, and robust architecture of analytics, data, and reporting within the platform.
Champion the customer perspective at Dyson, educating stakeholders on the value of customer experience and promoting cross-functional collaboration with teams including Product, IT, Retail, Orbit, and Revenue.
A customer obsessed attitude and passion for elevating experiences
Proven experience managing programmes, partners, or complex projects
Excellent communication and presentation skills - able to connect technical and commercial perspectives
Curiosity, proactive, self-motivated and comfortable driving workstreams
Strategic thinker with high attention to detail and process optimisation
Ability to translate complex data into actionable insights for senior stakeholders
Analytics experience (strong Microsoft capabilities)
Familiarity with BI and analytics tools (Tableau, Looker, Adobe) an advantage
Understanding of data ingestion and reporting processes an advantage
Experience with data warehouse environments such as BigQuery and advanced analytics using SQL is preferred but not required
Previous experience in insights, customer experience, or related disciplines.
Proven track record managing Voice of Customer programmes or similar initiatives desirable
Previous experience with CRM and digital platform tools (Salesforce) desirable
At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.
Working policy
At Dyson, our vibrant campus culture is built on in-person collaboration, creativity, and shared learning. Working side by side not only fuels our innovation, but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment, we do not offer a regular hybrid working arrangement.
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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
What We Do
At Dyson we are focused on solving the problems that others have ignored; solving them first using our technology and ingenuity. In order to achieve this we need to pioneer technologies that are different and authentic. This is the core of what we do and who we are. We must strive to create the future, every single day by developing new things, different things, things that go against the grain with a diverse and global team of ingenious minds. Dyson employs over 14,000 people and is present in more than 80 countries. And while we are growing fast we want Dyson to remain a start-up in spirit with the freedom of experimentation and learning, constantly reinventing our products as well as reinventing how we work, how we sell and how we support our owners. At the same time we are working through the James Dyson Foundation, James Dyson Award and Dyson Institute to inspire future engineers and pioneering a new approach to engineering education. Underlining everything we do in this diverse environment is the need to always show respect, supporting each other as one team to overcome whatever challenges we encounter. We drive empowerment, development and equality in an inclusive environment for our people around the world. The future doesn’t just happen, we look to make it happen, to achieve leaps through pioneering new ideas
