Customer Experience (CX) Executive TMP268 - #2131876

Location: Bristol – hybrid working

Hours: Full time, permanent

You're reading this ad, so you're ready to outthink. To take your skills, knowledge and experience beyond what you thought possible. And TMP268 is the place to do it.

TMP268 is a creatively strategic marketing agency, home to the Armed Forces Recruitment Service. Protecting the nation begins here.

And what does that mean for you? It means new challenges to rise to. Being encouraged and empowered to outthink at every opportunity. It means creating industry-first solutions, harnessing emerging tech, and realising AI's potential to create human connection. It means feeling valued for everything you bring. And work you can be proud to call your own, whatever your role.

The role

As a Customer Experience Executive, you'll play an important role in bringing personalised customer experiences to life across the Armed Forces Recruitment Service (AFRS).

Working within our Customer Experience function, you'll support the delivery and ongoing optimisation of customer journeys across digital channels including websites, email, SMS and contact centre. You'll work closely with CX, strategy, content, creative, data and technical teams to make sure journeys are accurately configured, tested and delivered.

This is a hands-on, delivery-focused role where you'll help turn customer experience requirements into real-world execution across our MarTech ecosystem utilising platforms including Adobe Experience Platform, Adobe Journey Optimiser and Pega Customer Decision Hub.

You'll support the build and management of audiences, journeys, propositions and personalisation activities, helping ensure the right message reaches the right person at the right time.

You'll also play an important role in quality assurance, performance monitoring and continuous improvement, helping us deliver relevant, seamless and effective customer experiences throughout the customer lifecycle.

What you'll be doing

• Support the delivery of customer experience strategies across our MarTech ecosystem.
• Configure and maintain customer journeys, audiences, propositions and personalisation activities.
• Support the implementation and optimisation of customer journeys across digital channels and touchpoints.
• Configure audience segmentation, eligibility rules, triggers and journey logic against agreed requirements.
• Support personalisation, experimentation and A/B testing activity.
• Carry out testing and quality assurance before customer journeys and experiences are released.
• Monitor journey and content performance, identifying issues, risks and opportunities for improvement.
• Support the management of digital content, propositions and experience assets.
• Maintain accurate documentation covering journey configurations, processes, governance and releases.
• Work collaboratively with Product, Data and Technical teams to support the implementation and continuous improvement of customer journeys.
• Develop a strong understanding of our MarTech ecosystem and the data available to support personalised customer experiences.

Who we're looking for

We're looking for someone who is curious about how technology, data and customer experience come together to create better digital experiences. You'll be organised, detail-focused and enjoy working across different priorities, while being confident collaborating with both technical and non-technical colleagues.

You'll have some awareness of CRM, CMS, marketing automation or digital experience platforms. You'll understand the principles of customer journeys and digital experience delivery, and have experience supporting digital journeys, marketing campaigns or customer engagement activity.

You'll be someone who enjoys getting things right, with a good eye for detail and an understanding of testing, quality assurance and continuous improvement.

Most importantly, you'll be keen to learn. Whether it's getting to grips with new platforms, tools or technologies, or working with different teams to bring requirements to life, you'll bring a positive, collaborative approach and a genuine interest in creating great customer experiences.

What's in it for me?

You're set to gain so much from being part of our team, including:

• Time off to rest or conquer items on the bucket list with 27 days' holiday (+ 8 bank holidays) and a holiday purchase benefit where you can buy up to an additional 5 days.
• Great company paid benefits including our health cash plan, life assurance, company pension and access to an Employee Assistance Programme.
• A hybrid working pattern plus other great flexible benefits such as a TechScheme, free mortgage advice and more.
• Individual development plans with customised learning solutions, including clear career pathways designed to support individual growth and career advancement.
• Excellent health benefits – get cash back on your everyday healthcare costs with our flexible dental and cash plan benefits or grab some great discounts at your local gym.
• Opportunities to give back and care for our environment with eco-friendly benefits like our cycle to work scheme.

About us

Based in Bristol, TMP268 is a creatively strategic marketing agency full of curious, connected and clever problem solvers. Our focus is helping brands to grow.

As part of a Serco-led consortium – the Armed Forces Recruitment Service – we also hold the contract to deliver all marketing for British Army, Royal Navy and Royal Air Force recruitment.

TMP268 is part of PeopleScout, one of the leading Recruitment Process Outsourcing providers worldwide and part of the TrueBlue Inc Group.

Click the apply button and start your application today

We are an equal opportunities employer and positively encourage applications from persons regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.