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Customer Experience Strategy Manager
Full-time
FDJ United is committed to delivering exceptional customer experiences across its online brands, translating insight and data into measurable CX changes at scale. This role leads and delivers strategic customer experience improvements across defined business verticals, acting as the strategic CX partner, shaping vertical roadmaps, leading cross-functional delivery, and embedding AI-first thinking across CX execution.
Responsibilities
Own CX performance and strategic priorities for assigned verticals, defining and maintaining CX roadmaps informed by customer insight, behavioural data, and regulatory requirements.
Lead cross-functional journey mapping and experience diagnostics, translating findings into funded, prioritised initiatives.
Take accountability for outcome metrics (CSAT, complaints, engagement, conversion) and drive AI and automation integration within CX processes and journeys.
Mentor the broader CX team and act as a CX ambassador through internal engagement programmes.
Qualifications
5-7 years in CX, strategy, or digital roles within fast-paced or regulated environments (online gaming, fintech, telecoms).
Strong understanding of AI/automation use cases within CX and how to apply them to enhance journeys.
Expertise in CX measurement and journey diagnostics tools (e.g. Qualtrics, Medallia, GA, Hotjar).
Experience using AI/automation (n8n, OpenAI, Make, Power Automate) to improve CX workflows such as routing, tagging, and summarisation.
