Strategic Programme Manager - Customer Experience

Lead digital customer experience programs to improve Pleo's help content and self-service journeys.

• •Lead programs to design, scale and improve Pleo's digital customer experience across help content, self-service journeys, community and education content to reduce friction and improve outcomes.
• •Key Responsibilities Own digital content and self-service CX programs including help center strategy and knowledge content.
• •Lead help center improvements to improve findability and resolution.
• •Build and improve self-serve customer journeys to reduce effort and improve time-to-value.
• •Partner cross-functionally to launch AI and automated self-serve solutions (chatbots, guidance, recommendations).
• •Use customer insights and operational data to prioritise improvements.
• •Requirements Prior Customer Experience or CX program management experience.
• •Experience with digital content, self-service, or help center strategy.
• •Strong cross-functional stakeholder management and program ownership.
• •Comfort using data and customer insight to prioritise work.