Customer Experience Manager

Help shape exceptional customer experiences that build trust and drive continuous improvement

We are looking for a Customer Experience Manager to join our team, supporting the delivery of a consistent, high-quality customer journey across all channels.

This is a pivotal role responsible for combining hands-on customer support, insight-driven analysis, and operational improvement to enhance the overall customer experience. You will work closely with the Head of Customer Experience and cross-functional teams to resolve complex issues, identify root causes, and implement meaningful improvements.

What you’ll be doing

In this role, you will:

• Manage complex or high-sensitivity customer cases, ensuring effective and empathetic resolution
• Analyse customer feedback and behavioural data to identify trends and opportunities for improvement
• Support the optimisation of customer journeys, reducing friction and improving satisfaction
• Contribute to process improvements, maintaining high-quality documentation, playbooks and knowledge base content
• Generate insights through data analysis, supporting reporting and decision-making
• Collaborate with Support, Product, Implementations & Commercial team to resolve issues and enhance customer outcomes
• Support the adoption of automation and AI tools to improve efficiency and reduce customer effort

We’re seeking a customer-focused professional who combines strong analytical capability with a passion for improving customer outcomes.

You’ll ideally bring:

• Confidence & gravitas when communicating with internal and external stakeholders at all levels, to report findings, suggest improvements as well as ensuring accountability cross functionally. 
• Confidence to communicate openly & honestly with customers, whilst also maintaining a level of confidentiality
• Ability to navigate ambuiguity
• Experience handling complex customer enquiries or escalations
• Ability to analyse customer data and translate insights into actionable improvements
• A structured, process-driven mindset with a focus on continuous improvement
• Confidence working with performance metrics and reporting data such as NPS (Net Promoter Score)
• Experience within a B2B SaaS orgnaisation would be advantageous but not essential

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

• Recruiter Shortlist - Our team will review your application against the role requirements to identify candidates to progress.

• Recruiter Screening (30 Minutes) - All shortlisted candidates will then be contacted for an initial conversation with our recruitment team to discuss your experience, motivations and answer any questions about the role.

• Virtual Interview - (30 Minutes) - A short call with the hiring team to explore your background in more depth and give you a clearer picture of the team and role.

• On-Site Assessment (2 hours, Peterborough office) - A final in person stage including: A competency based interview, exploring your past experience & skills. and a scenario based interview, assessing how you'd approach real situations relevant to the role.