Customer Experience Officer

The customer experience officer will lead the design, measurement, and continuous improvement of customer journeys across Media Trust Group’s digital platforms, ensuring that every audience interaction is seamless, engaging, and valuable.

Key Responsibilities

• Design and optimise customer journeys.
• Improve onboarding.
• Collect and analyse feedback.
• Monitor satisfaction metrics.
• Resolve experience pain points.
• Work with the Editorial,Product, and IT departments.
• Coordinate audience engagement.
• Support podcast audience growth.
• Recommend UX improvements.
• Develop customer communications.
• Produce monthly experience reports.
• Benchmark against industry best practice.

Required Qualifications & Skills

• Education: Degree in a relevant field.
• Minimum of seven (7) years’ experience in customer experience, digital products, or audience engagement.
• Media or digital business experience is an advantage.
• Customer journey mapping
• CRM systems
• Google Analytics
• Communication
• Analytical thinking
• Cross-functional collaboration