Manager – Customer Experience

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we’ve continued to shake up the industry. We are the ones transforming a “bad” service category into something that empowers people to take care of the things that keep life running smoothly. Together, we’re united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with a number of key innovations, including fully-digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

As our Customer Experience Manager for Europe, you will own how we measure, understand, and articulate our end‑to‑end customer experience. You will design and run customer insight and Voice of the Customer (VoC) frameworks, translating insight into clear root causes and actionable recommendations that influence change across the business. 

A key focus of the role is delivering insight that supports customer loyalty, retention, and Customer Lifetime Value (CLV), working closely with the wider CX team to ensure insight directly informs prioritisation and improvement activity. 

Insight, Strategy & Measurement 

• Own and evolve customer listening and VoC frameworks across all digital, operational, and partner touchpoints. 

• Lead root cause analysis (RCA) on customer feedback, complaints, and operational data to identify drivers of friction, churn, and loyalty. 

• Produce clear, prioritised insight linking customer experience to outcomes such as NPS, CSAT, complaints, retention, and CLV. 

• Measure and analyse end‑to‑end customer journeys to highlight high‑impact improvement opportunities. 

Influence, Storytelling & Decision Support 

• Translate complex data into compelling customer stories that influence senior stakeholders and decision‑making. 

• Provide customer insight to support business cases, roadmap prioritisation, and retention or loyalty initiatives. 

• Act as a strong customer advocate in cross‑functional forums. 

Cross-Functional Partnership & Culture Building 

• Partner closely with the Customer Improvements Manager to ensure insight drives action and benefits are measured. 

• Work with internal teams and external partners to align on customer performance and improvement priorities. 

• Support the development of a customer

Technical Experience: 

• Strong experience leading RCA using customer feedback, VoC data, complaints, and operational metrics. 

• Proven ability to interpret and synthesise quantitative and qualitative data (e.g. NPS, CSAT, churn, complaints). 

• Experience linking customer insight to commercial outcomes such as retention, loyalty, and CLV. 

Customer Experience: 

• 5+ years’ experience in Customer Experience, Customer Insights, VoC, or customer‑led analytical roles. 

• Demonstrated success driving customer experience change through insight, leading to improvements in NPS, CSAT, retention, loyalty, or complaints.  

• Experience working with customer journeys, insight frameworks, or experience measurement models. 

• Exposure to multi‑territory or partner‑led environments is an advantage. 

Skills: 

• Strong analytical and problem‑solving capability 

• Excellent communication and storytelling skills 

• Confident stakeholder management and influencing ability 

• Commercial awareness and customer‑centric mindset 

Education: 

• Bachelor's degree in a related field is required. 

We work in a hybrid model: 3 days in the office, 2 days from home. 

All your information will be kept confidential according to EEO guidelines.

The Team:  http://www.squaretrade.com/leadership   

SquareTrade is an Equal Opportunity Employer