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Strategic Programme Manager - Customer Experience
Full-time
About Pleo
Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’.
The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.
Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000\+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850\+ people from over 100 nationalities, all committed to delivering the future of business spending, together.
About The Role
We’re looking for a
Program Manager, Digital Content & Self-Serve CX
to join our
Customer Experience
team at Pleo. In this role, you’ll help design, scale, and improve the digital customer experience across help content, help center strategy, community, education content, self-service journeys, and CX programs that reduce friction and improve customer outcomes.
This role is ideal for someone who understands that great customer experience is not only delivered by people, but also through clear content, intuitive self-help, smart automation, and scalable digital experiences. You will act as an individual contributor with no direct reports, but you will be expected to lead through influence, cross-functional coordination, and strong program ownership.
You should bring prior Customer Experience experience and a strong point of view on how digital content, self-service, AI, and automation can work together to improve customer outcomes, reduce effort, and support scale.
Who You’ll Be Working With And Reporting To
You’ll report to the
Manager of Customer Success
and work closely with teams across Support, Customer Success, Onboarding, Product, Product Operations, Engineering, Marketing, Data, and RevOps .
Our team is highly collaborative and focused on improving the end-to-end customer experience through better journeys, stronger content, scalable self-service, and smarter operating models. You’ll partner with stakeholders across the business to ensure customers can find answers faster, solve more on their own, and have a more seamless digital experience.
What You’ll Be Doing
As a
Program Manager, Digital Content & Self-Serve CX
, you will:
Own and drive programs across digital content and self-service CX including help center strategy, knowledge content, education content, customer community, and self-help journeys.
Lead improvements to the help center experience by identifying content gaps, structural issues, search friction, and opportunities to improve findability, usefulness, and resolution.
Drive digital content strategy across customer education, support content, onboarding guidance, FAQs, and scalable knowledge experiences that help customers achieve outcomes faster.
Build and improve self-serve customer journeys that reduce customer effort, improve issue resolution, and support stronger time-to-value.
Partner with cross-functional teams to launch AI and automated self-serve solutions including intelligent guidance, workflow automation, chatbot experiences, content recommendations, and other digital support mechanisms.
Use customer insight and operational data to prioritise improvements by analysing content usage, deflection opportunities, search behaviour, case drivers, friction points, and customer feedback.
Coordinate CX programs tied to digital experience improvement across content, education, support, onboarding, and community.
Establish measurement and reporting for digital self-service performance including adoption, engagement, content usefulness, containment, search success, case avoidance, and customer effort.
Drive governance and content quality standards to ensure self-service experiences stay accurate, current, useful, and aligned to product and customer needs.
Partner with Product, Support, and CX leaders to ensure digital self-service is treated as a strategic lever for customer experience, scale, and operational efficiency.
To put things into context
In this role, you can expect to work on priorities such as:
improving help center structure, content quality, and search experience
building a stronger digital education and self-help strategy
expanding scalable onboarding and product education content
strengthening customer community engagement and value
identifying self-service gaps that create avoidable support demand
introducing AI and automation into self-serve experiences
improving how digital content supports customer success and support outcomes
connecting content and self-service performance to broader CX priorities
You can expect to work across a tech environment that includes help center and knowledge tools, CRM, support tooling, community platforms, customer education tools, AI and automation solutions, BI/reporting tools, workflow tools, and collaboration platforms .
Examples:
Zendesk or similar, Salesforce, Gainsight or similar, learning/content platforms, chatbot and AI tools, Looker/Tableau/Power BI, Jira/Asana, and Slack.
What You Bring
You’ll thrive in this role if you have:
Program management experience in Customer Experience, Digital CX, Content Operations, Support Operations, Customer Education, Knowledge Management, or a similar function.
Prior Customer Experience experience with a strong understanding of how digital touchpoints impact customer effort, satisfaction, resolution, and outcomes.
Experience leading or supporting help center, self-service, knowledge, education content, or community programs in a SaaS, fintech, or digital environment.
Experience driving AI and automated solutions for self-service including chatbot optimisation, intelligent content experiences, automated workflows, or related digital support capabilities.
A structured, analytical mindset with the ability to identify friction, prioritise improvements, and translate insight into action.
Strong cross-functional collaboration skills and the ability to work effectively with Product, Engineering, Support, Success, Marketing, and Data teams.
Strong written communication and content judgment with the ability to improve clarity, usefulness, and consistency across customer-facing content.
Experience with reporting and performance metrics related to digital content, sel
