Advocacy Creation CX Manager

Overview

In this role you drive the customer advocacy strategy within our CX Delivery Team, shaping how we build loyalty and improve experiences. You will collaborate across Marketing, Digital, Operations, Segments and Propositions to embed advocacy across the business, guided by customer insights and NPS performance. You’ll translate data into measurable outcomes, lead cross-functional initiatives, and own the strategy from insight to action. This is a high-impact opportunity to influence decisions and elevate customer-centric change at scale.

Responsibilities

• Develop customer-level strategies and tailored solutions within product/proposition teams
• Act as SME to advise stakeholders on application of products and customer journeys
• Define and execute product propositions and service strategy with clear delivery priorities
• Model commercial dynamics and P&L impact for the relevant segment/journey
• Assess feasibility, legal compliance, and risk in new product launches
• Monitor market trends and user feedback to refine products pre-launch
• Manage launch plans and deployments including marketing, training, and communications
• Track metrics (adoption, usage, CSAT, complaints, revenue) to gauge performance against goals
• Advise and influence decision-making, contribute to policy, and support risk and governance initiatives
• Lead cross-functional projects to implement advocacy strategy and drive outcomes
• Collaborate with multiple functions to stay aligned with business activity and strategy
• Communicate complex information effectively and influence stakeholders to achieve outcomes

Key requirements

• Project management – ability to lead and deliver cross-functional projects
• Business case development & ROI assessment – build robust cases with evidence-based recommendations
• Insight analysis & outcome delivery – interpret customer/market data and translate into measurable outcomes
• Stakeholder management & change management – influence at all levels and drive adoption of strategic change
• Continuous improvement mindset – identify and implement process improvements
• Awareness of risk, controls, and governance related to product development and launches
• Agile & SAFe experience (desirable)

• Stakeholder management
• Change management
• Collaborative mindset
• Agile and SAFe
• Data analysis and interpretation
• Business case development

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