Job Introduction
Join Speedy and Lead the Customer Experience Transformation
At Speedy, we’re proud to be the UK’s leading hire provider of tools, specialist equipment, plant, and support services. As we continue to put our People First and lead the way in service excellence, we’re looking for an experienced Customer Experience Manager to champion and embed a customer-first culture across our business.
Reporting directly to the Marketing Director, this is a key strategic and operational role responsible for developing and driving our Customer Experience (CX) Strategy, aligning internal processes with customer expectations, and ensuring all touchpoints across the business contribute to a seamless and consistent customer journey.
Key Responsibilities:
Customer Experience Strategy
Design and implement Speedy’s CX strategy, leveraging data, business intelligence, and stakeholder input.
Map the current customer journey and identify areas for improvement and innovation.
Define and roll out Speedy’s Service Promise, working with Sales, Operations, and Supply Chain teams.
Influence and align business changes with the CX vision.
Lead internal communications to embed CX values and share success stories.
Benchmark against customer and industry leaders to drive best practice adoption.
Act as a visible ambassador for CX across departments, driving engagement and continuous improvement.
Provide monthly reports and KPIs for balanced scorecards and executive reviews.
Voice of the Customer (VoC)
Lead the VoC programme and portal, ensuring effective processes, training, and data quality.
Monitor service inconsistencies and work with stakeholders to resolve tactical and strategic issues.
Create visibility around excellent service and drive a culture of improvement and accountability.
Prioritise changes that will have the greatest customer impact, aligning them with business goals.
Team Leadership
Manage and develop a team of 7 Customer Services professionals.
Implement structured feedback and complaints handling procedures, including Trustpilot and VOC integration.
Ensure negative customer feedback is captured and analysed to inform process improvements.
Propose and manage internal recognition linked to positive customer feedback and VOC results.
Champion a customer-centric culture across the organisation.
About You:
Experience & Skills
Proven experience in a customer experience, service improvement, or business transformation role.
Strong knowledge of CX strategy, data mapping, customer journey analysis, and process redesign.
Experience in managing customer service teams and driving performance through KPIs.
Excellent analytical skills with the ability to interpret and act on large volumes of data.
Strong generalist understanding of HR Service/People Services is advantageous.
Skilled in business reporting, communication, and stakeholder engagement.
Familiarity with GDPR and customer data best practices.
Key Competencies
High level of personal integrity and attention to detail
Strong verbal and written communication skills
Ability to manage multiple projects and priorities in a fast-paced environment
Confident in using Microsoft Office (especially Excel) and CRM systems
A collaborative mindset with the ability to influence at all levels
Social media savvy, with an understanding of digital customer engagement
Self-motivated, flexible, and committed to continuous improvement
Why Join Speedy?
At Speedy, we understand the value of work-life balance. That’s why we offer flexible and hybrid working arrangements and are committed to supporting your personal and professional growth through our Speedy Work Life Balance initiative.
We offer:
A competitive salary and benefits package
Career development opportunities
A collaborative and inclusive culture
The opportunity to lead and shape a business-critical function
👉 Apply now and help us deliver a best-in-class customer experience that reflects Speedy's reputation for reliability, service, and innovation.
What we offer:
- Monthly cash car allowance or company car
- Discretionary bonus scheme
- Health Cover
- Life assurance
- Pension Scheme
- 26 days holiday (plus bank holidays)
- Free onsite parking
- Canteen facilities
- 95% discount across the Speedy brand.
- My Staff Shop: discounts and offers for shopping etc. across many suppliers.
- Green Commute Initiative: Work scheme for cycling
- PAM– Employee Assistance Program (EAP): Offers free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management.
Speedy operates an industry leading Work Life Balance initiative, demonstrating our commitment to reducing core contracted hours, supporting colleague wellbeing, and identifying more balanced work patterns for our colleagues which is a huge step in realising our ambition of putting our People First. Talk to us about a range of hybrid and flexible working arrangements to suit your needs including flexible start/finish times, shorter days, term time hours and job share opportunities.
Speedy offer a Career Line of Sight which enables a detailed understanding of the route to progression and growth within the Speedy Group.
Please be aware Speedy reserves the right to close our vacancies earlier than the listed date if we have received a high level of applications. We would recommend that if you wish to be considered that you complete the application as promptly as possible.
Please be aware that some roles within The Speedy Group UK&I may require a DBS, Credit or Security Clearance Check. The Speedy Group is an equal opportunity employer where we embrace diversity in all its forms and fostering an inclusive environment for all people to do the best work of their lives with us.
Link below to our policies in line with our ESG Governance.
https://www.speedyservices.com/esg/governance
All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. All roles within The Speedy Group require proof of right to work in the UK by the start of employment.
Speedy Hire