Customer Experience Executive Jobs

Ciphr

Location:
United Kingdom, Reading

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Ciphr has an exciting opportunity for a Customer Experience Executive to join the team as we grow and develop. As a Customer Experience (CX) Executive, you’ll be responsible for improving the customer experience at every touchpoint with Ciphr. Your goal will be to ensure customers have a positive experience from initial onboarding interactions to post-purchase support and eventual offboarding. You’ll build positive and proactive relationships with our customers, placing the of voice of the customer at the forefront of everything we do.

Job Responsibility:

Analyze customer needs, expectations, and perceptions through feedback, data, and market trends to shape customer experience strategies
Focus on increasing customer satisfaction, loyalty, and advocacy
Promote and drive cross-functional collaboration to streamline processes and enhance the customer experience
Build trusted customer relationships, addressing needs and challenges with tailored strategies or corrective action plans
Advocate for customers by amplifying their feedback and concerns within the organisation
Design and optimise customer journeys across channels by consulting internal and external stakeholders ensuring that our tone of voice and brand are represented effectively
Identify and act on opportunities for customers to gain more value, in collaboration with commercial teams
Facilitate customer skill development and product adoption through training, education, and enablement sessions
Supporting the planning and delivery of customer service and support projects, ensuring resources and project timelines are prioritised in line with customer needs and expectations
Model our values, brand and tone of voice to support a gold-standard customer experience and encourage the wider customer operations team to embed these at all customer touch points

Requirements:

Experience within the SaaS/HCM industry, with a proven track record of understanding products and services at an expert level
Evidence of deploying a customer focus approach with the ability to amplify the voice of the customer within the business
Able to resolve issues effectively, handle difficult conversations constructively, and remove obstacles for customers
Organisation skills to effectively prioritise multiple customer requests and communicate regular updates to the business and customer
Dedicated to delivering outstanding customer experiences, willing to go the extra mile
Experience of using CRM and ticketing systems effectively
Available to travel to offsite meetings and visit customers as required
The drive and determination to deliver the right resolution for both the company and the customer
Operating with high agency
willing to go above and beyond to remove blockers for the customer and provide expert service

What we offer:

30 days annual leave plus bank holidays
Family National Trust Membership
Birthday day off
Religious holiday swap
Family forming support - e.g., time off for family forming appointments or to support your partner
Enhanced maternity and paternity leave
Work from Anywhere for 4 weeks per year
Volunteering days for 2 days per year
Cycle to work scheme
Pension
Health cash plan
Life assurance
Technology/home improvements Loans
Perks at Work – access to exclusive discounts, cinema tickets, etc.
Regular training
£1,500 employee referral scheme
Medical Cover and Dental cover (after 6 months’ service)
Income Protection insurance (after 12 months’ service)

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Experience Executive