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About the Role

This role turns member insight into transformation across the UK and Europe. You will shape the regional CX strategy, own the performance narrative and work with senior leaders and cross-functional teams to solve the issues that matter most to members. As the CX lens across the end-to-end member journey, you will combine analytical problem-solving, governance and influence to improve experiences across service, proposition, product, platform and operations. You will also identify where digital transformation, automation and AI-enabled solutions can simplify journeys and improve member and business outcomes.

Responsibilities

Own and interpret the UK and Europe CX performance framework, creating a clear regional strategy, priority set and executive narrative from member feedback, operational measures and customer outcomes.
Lead the regional CX Council and governance rhythm, bringing the right evidence and stakeholders together to agree how priority member problems will be solved.
Drive cross-functional accountability by securing owners and timelines, challenging constructively, escalating blockers and tracking actions through to measurable outcomes.
Own the CX view of end-to-end member journeys, using journey mapping, journey testing, mystery shopping, service blueprinting and future-state design to identify and prioritise opportunities.
Bring the member perspective into change and UAT, agreeing success measures with delivery teams and validating whether implemented changes improved the experience.
Govern detractor and root-cause activity from evidence and diagnosis through corrective action, closure and impact measurement.
Identify and shape opportunities for digital transformation and continuous improvement across the member journey, including appropriate use of automation and AI-enabled capabilities.
Own CX governance and stakeholder engagement for a strategic global client account, aligning its priorities and member outcomes with the wider regional CX strategy.
Build influential relationships across senior leadership, Product, Platform, Proposition, Service, Operations, Data and other partners to turn insight into sustained change.

Requirements

Exceptional analytical and structured problem-solving skills, with the ability to connect qualitative and quantitative evidence and turn it into a clear point of view.
Strong written, verbal and visual communication, including the ability to create compelling performance narratives and make complex issues simple.
Confidence influencing senior stakeholders and leading through challenge, facilitation and governance without direct authority.
Commercial and strategic judgement, with the ability to prioritise competing opportunities using member impact, business value, risk and effort.
Working knowledge of CX measures and methods such as NPS, CSAT, root-cause analysis, journey mapping, service blueprinting, testing and UAT.
A practical transformation mindset, with curiosity about digital capabilities, process redesign, automation and responsible use of AI to improve journeys.
Comfort working across multiple teams and priorities while maintaining clear ownership, follow-through and attention to evidence.
Relevant experience in customer experience, transformation, consulting, product, operations or another evidence-led problem-solving discipline.
A track record of using insight to shape priorities and influence cross-functional change. A traditional CX career path is not required.
Experience working with senior stakeholders in a complex, fast-moving or international environment.
Experience of journey improvement, service design, digital change or continuous improvement is desirable.
Client-facing experience is desirable, but strong internal stakeholder leadership and the ability to develop external client capability are equally valued.

Skills

Customer Experience
Transformation
Consulting
Product
Operations
Analytical problem-solving
Structured problem-solving
Qualitative evidence analysis
Quantitative evidence analysis
Written communication
Verbal communication
Visual communication
Performance narrative creation
Stakeholder influence
Facilitation
Governance
Commercial judgement
Strategic judgement
Prioritization
NPS
CSAT
Root-cause analysis
Journey mapping
Service blueprinting
Testing
UAT
Digital transformation
Process redesign
Automation
AI
Journey improvement
Service design
Digital change
Continuous improvement

Location

UK
Europe

Work Type

Hybrid work possibilities
Remote Working Holidays

Experience Level

Depending on experience

Salary/Compensations

A competitive salary will be offered depending on experience

Benefits

Flexible work arrangements
Annual Leave of 25 days per annum
Additional 3 extra days of annual leave in the third year
One (1) month paid Sabbatical after every 5 years of Service
Employer-contributory company pension
Lucrative Ten Loyalty Rewards program
Travel and Work for up to 4 weeks per year
Access to travel and entertainment discounts

About the Company

Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long.
Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands.
Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America, Westpac and Royal Bank of Canada.
As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands.
Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers.
The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees.
Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices.
All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas: Deliver a world-class member experience, Invest in technology, Expand contracts with new and existing clients, Establish a foothold in new markets by leveraging its market-leading service proposition.

Equal Opportunity

We encourage diverse philosophies, cultures, and experiences.
We appreciate diversity and are dedicated to creating an inclusive work environment for our employees.
This idea unites the teams at TEN.
All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.