Strategic Programme Manager - Customer Experience

📋 Description

• Own and drive digital content and self-serve CX programs, incl. help center strategy.
• Lead improvements to the help center by identifying content gaps and friction.
• Drive digital content strategy across education, onboarding, and FAQs, plus knowledge.
• Build and improve self-serve journeys to reduce customer effort and time-to-value.
• Partner with Product, Support, Eng, Marketing, and Data to launch AI automation in self-serve.
• Use customer insights and data to prioritise improvements and measure impact.

🎯 Requirements

• Program mgmt in CX, Digital CX, Content Ops, or similar.
• CX experience with digital touchpoints impacting effort and outcomes.
• Experience leading or supporting help center, self-service, knowledge, or community programs.
• Experience driving AI and automated self-service solutions.
• Structured, analytical mindset to identify friction and act.
• Strong cross-functional collaboration with Product, Eng, Support, Data.

🎁 Benefits

• Global, diverse team across 100 nationalities.
• English as company language.
• Opportunity to shape AI and automation in self-service.
• Collaborative environment across Product, Data, and CX.