Senior Advisor, Customer Experience (CX)

Senior Advisor – Customer Experience

Global Technology OEM.

We’re partnering with a global leader in enterprise technology and intelligent automation to hire a Senior Advisor – Customer Experience (CX).

This is a high-impact role focused on transforming the end-to-end digital buying journey for B2B customers, particularly SMBs purchasing online, unassisted.

If you’re passionate about frictionless digital experiences, self-serve journeys, and turning customer insight into measurable improvements, this is a unique opportunity to shape how businesses buy in a rapidly evolving digital landscape.

The Opportunity

You’ll act as the voice of the customer, owning and improving the digital-first B2B customer journey, from discovery and purchase through onboarding and post-sale experience.

This role is not just about insights, it’s about driving real change across product, eCommerce, marketing, and support teams to deliver a seamless, intuitive, and scalable customer experience for SMB buyers.

What You’ll Be Doing

• Map and optimise the end-to-end B2B digital customer journey, with a focus on self-service / unassisted online purchasing
• Identify friction points across eCommerce, onboarding, product usage, and support, and drive a clear CX improvement roadmap
• Analyse Voice of the Customer (VoC) data (surveys, reviews, support tickets, behavioural data) to uncover trends and opportunities
• Partner with product, digital, marketing, and support teams to embed CX improvements into roadmaps and releases
• Act as a CX thought leader, championing a customer-first mindset across a complex, global organisation
• Lead cross-functional workshops to align teams on insights, priorities, and execution
• Define and track CX KPIs across the digital journey (e.g., NPS, CSAT, conversion, drop-off rates, onboarding success)
• Deliver executive-level reporting on CX performance, trends, and impact

What We’re Looking For

• 10–12+ years experience in Customer Experience, Digital Experience, or eCommerce CX roles
• Strong experience with B2B customer journeys, ideally with SMB / self-serve purchasing models
• Proven track record improving digital buying experiences (eCommerce, portals, product-led journeys)
• Highly data-driven — able to turn insights into clear, actionable improvements
• Experience working cross-functionally in matrixed, global organisations
• Strong stakeholder management — able to influence without authority
• Familiarity with VoC tools (e.g., Qualtrics, Medallia) and analytics platforms (e.g., Power BI, Tableau)
• Passion for creating simple, intuitive, and scalable customer experiences