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KARL STORZ is one of the world’s leading suppliers of medical equipment for minimally invasive surgery. Since its beginnings in 1945, KARL STORZ has established itself worldwide as an international and highly regarded company in the production and sale of medical instruments and devices.
The family-owned company KARL STORZ applies tradition and experience to think about tomorrow, today. The company caters for future trends with sophisticated products, services and processes that systematically support our global activities. Our commitment to performance and professionalism means we can guarantee both user and patient the ideal solution. In doing so, we secure and create top-quality jobs in all our corporate locations.
Customer Experience Manager
Location: Slough
Reporting to: Service Improvement Manager
About The Role
We’re looking for a proactive and customer‑focused Customer Experience Manager to lead our efforts in delivering exceptional service and shaping a best‑in‑class customer journey. In this role, you will champion customer insights, drive data‑led improvements, and ensure every customer interaction reflects our commitment to quality and service excellence.
Main Purpose of the Role
The Customer Experience Manager drives outstanding customer satisfaction and loyalty by monitoring key experience metrics, using data insights to identify and implement improvements, and ensuring effective resolution of customer complaints to uphold the company’s commitment to service excellence.
What You’ll Be Doing
Customer Experience Metrics
- Gather, validate, and manage CSAT and NPS data from surveys, CRM systems, and feedback tools.
- Analyse performance trends and assess customer satisfaction and loyalty levels.
- Build dashboards and reports to monitor progress against targets.
- Present insights and recommendations to senior leadership.
Data Analytics & Insights
- Collect and interpret customer feedback and behavioural data.
- Use advanced analytics to identify trends shaping the customer journey.
- Collaborate with product, operations, and service teams to deliver meaningful, data‑driven improvements.
Strategy & Continuous Improvement
- Develop and execute customer experience strategies aligned with business goals.
- Lead initiatives to elevate service quality and reduce complaint volumes.
- Benchmark performance against industry standards.
Stakeholder Engagement
- Act as the voice of the customer across the organisation.
- Work with cross‑functional teams to embed customer‑centric processes.
- Deliver clear reporting, updates, and insights to key stakeholders.
- Build understanding of KARL STORZ products, solutions, and services.
- Support wider business needs through ad hoc responsibilities.
Customer Complaint Management
- Oversee effective and timely resolution of customer complaints.
- Manage escalation processes to ensure prompt action.
- Identify root causes and prevent recurring issues.
What You’ll Bring
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.
- Experience in customer experience management or service operations.
- Strong analytical skills with tools such as Excel, Power BI, or Tableau.
- Experience using customer feedback tools and CRM systems (e.g., Salesforce).
- Excellent communication and interpersonal skills.
- Strong problem‑solving abilities.
- Ability to manage multiple priorities in a fast‑moving environment.
Technical Skills
- Confident user of Microsoft Office Suite.
- Full, clean driving licence.
Additional Information
Travel: May involve travel to customer sites and company meetings.
Health & Safety: Follow all company health, safety, quality, and environmental policies.
Quality & Compliance: Take ownership of relevant CAPA activities, including root cause analysis.
Your Benefits
- 34 days holiday (inclusive of public holidays)
- Generous Pension
- Private Medical
- Medical cash back scheme
- Company sick pay
- Life Assurance
- Critical illness and income protection (service requirements apply)
- Perkbox benefits platform