CX Strategist (Customer Experience)

🌍 UK/Europe (Remote or Hybrid, it’s up to you!)

💰 £70,000 - £90,000+ base pa (dependent on experience)

📈 Be part of our success with the opportunity to join our company equity scheme

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

📚 Annual Learning and Development budget, increasing with length of service

🤸🏽‍♂️ Flexible working in a choice-first environment - we trust the way you want to work!

🖥️ Work From Home Allowance

🌴 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

🎂 Your birthday off

🍼 Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave

⚕️ Optional Healthcare Plan

🛟 Life & income protection (Location dependent)

🤝 Employee Assistance Programme (UK Only)

📈 The opportunity to share in the company’s success through options

🌆 If you’re in London, a dog-friendly office with great classes, events, and a rooftop terrace

🦸‍♀️ The Role 🦸‍♀️

Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh (and more!) put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence platform continuously analyses explicit and implicit feedback to enable our clients to identify what they should do next.

We're now looking for a talented CX Strategist (Customer Experience) to join the team!

👉 What you'll be doing:

You’ll be a trusted advisor to clients, designing the strategy to embed Chattermill within their organisations to deliver measurable business and CX outcomes. This means you will:

• Translate client business objectives into high-impact Chattermill use cases, working closely with clients and our Program leads.

• Own the end-to-end solution design and delivery of use cases, from data and enrichment through to dashboards and reporting.

• Create a strategy for driving adoption by embedding Chattermill within organisations through training, enablement, and ongoing engagement.

• Act as a change agent to democratise insights across the client’s organisation, ensuring the designed strategy integrates Chattermill data into cross-functional workflows (Product, Marketing, Customer Service, etc)

• Establish and lead a governance framework to hold both internal teams and client stakeholders accountable to the strategic roadmap and agreed-upon ROI benchmarks

• Review and strengthen VoC programs, including survey design, cadence, and channel selection to ensure data integrity and coverage.

• Deliver experience-based recommendations to close gaps in the client’s feedback structure and improve the overall maturity of their CX program.

• Partner with Account Directors to build ROI led business cases and support account growth.

🧰 What you’ll need:

• Experience working with CX platforms or SaaS preferred.

• Hands-on experience designing, auditing, and evolving end-to-end VoC architectures and feedback loops (NPS, CSAT, CES).

• Understanding of AI for CX, data unification, and translating unstructured data into actionable insights and reporting.

• Ability to link experience metrics and sentiment data to commercial impact, including churn and growth risk.

• Proven ability to translate complex use cases and technical specifications into compelling, executive-ready narratives.

• Ability to define success metrics, set benchmarks, and hold teams accountable through detailed project plans to deliver on the agreed business outcomes.

• Experience managing or consulting on both centralised and de-centralised CX strategies within complex, multi-regional, or global organisations

• Experience building ROI and value-based business cases to support growth, renewals, and senior stakeholder decision-making.

• Comfortable engaging diverse personas, from Program Leads to senior executives, and securing buy-in through clear, persuasive storytelling.

✈️Travel:

This role requires frequent travel, primarily across the US and the EU. You’ll need to be flexible and comfortable hopping on a plane at short notice when required.

🔎 Our Hiring Process

1. Let’s introduce ourselves – you’ll complete an introductory asynchronous interview - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step.

2. Get to know your would-be manager – you’ll have a call with Danielle Mitchell, our XLG Director, to learn more about the role and show off your experience.

3. Show us how you work - you’ll create a short presentation to showcase your skills to the team.

4. Get to know your would-be team – You'll meet people you'll be working closely with from our Commercial teams.

5. How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth.

💖 Our Values

• We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.

• We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.

• We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.

• We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.

• We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.

• We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

🌈 Diversity & Inclusion 🌈

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

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