Vacancy Description
About the Role
Oxford English Assessment is seeking an experienced Customer Experience Lead to transform the end‑to‑end journey for test takers, Test Centres, and Recognising Institutions. This senior role will help shape a customer‑centred culture and define a unified CX strategy across the organisation.
Working closely with Product & Innovation, Global Operations, and Sales & Marketing, you will identify pain points, support innovation, and define a clear customer promise. You will build lasting CX capability by developing scalable frameworks, governance models, and standards that embed customer‑focused thinking into product development, operations, technology, and commercial strategy.
Key responsibilities include mapping the full customer journey, establishing insight and feedback loops, driving cross‑functional improvements, influencing third‑party platform experience, and ensuring the voice of the customer informs strategic choices. You w...
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