Customer Experience Lead
Main Purpose of the role:
Cornerstone sits at the forefront of UK digital infrastructure, delivering connectivity solutions that support customers, landlords, and partners across the telecom's ecosystem. As the organisation expands its propositions and enhances customer experience, the Customer Office plays a critical role in driving operational excellence, brand impact, and customer satisfaction.
The Customer Experience Lead is responsible for designing, shaping and continuously improving the end-of-the-end customer experience across the entire customer lifecycle. This is a strategic enterprise role responsible for ensuring every interaction with Cornerstone reflects our brand, strengthens customer relationships and supports commercial growth.
Working across Sales, Product, Marketing, Delivery, Finance, IT and Corporate Comms, the role connects customer insight, journey design, service blueprinting and operational improvement to create consistently better customer experiences.
The role combines creativity with commercial thinking visualising and designing customer journeys across lead to order and order to cash and influencing cross-functional teams to bring them to life.
As the business experience expert, the Customer Experience Lead ensures customer needs remain central to strategic decision making, proposition development and service delivery to drive customer advocacy and industry reputation.
Scope
The Customer Experience Lead will:
•Design and continuously improve the enterprise customer experience.
•Lead Customer Journey Mapping across every stage of the customer lifecycle.
•Build and maintain enterprise Service Blueprints.
•Develop and evolve Voice of Customer capability.
•Translate customer insight into measurable business improvement.
•Improve commercial campaign outcomes and operational moments that matter, building connected journeys across Marketing, Sales, Product and Delivery.
•Support the Key Account Managers in strategic customer relationships through experience optimisation.
•Establish customer experience governance and standards across the business.
•Drive continuous improvement that improves customer satisfaction, efficiency and commercial outcomes.
Enterprise Customer Experience Strategy
Develop and evolve Cornerstone's customer experience strategy, ensuring every customer touchpoint supports our commercial ambition, strengthens relationships and reinforces our brand.
Create experience principles and standards that guide how customers experience Cornerstone across every interaction.
Customer Journey Design
Own the design of enterprise customer journeys across the full customer lifecycle, including:
•Brand awareness
•Marketing campaigns
•Lead generation
•Sales engagement
•Opportunity development
•Solution design
•Order to delivery
•Project mobilisation
•Service delivery
•Customer communications
•Operational support
•Issue resolution
•Relationship management
•Account growth
•Renewal and retention
•Advocacy
Create visually engaging customer journey maps and service blueprints using tools such as Miro and Figma that simplify complex business processes and align cross-functional teams around a shared customer experience.
Delivery
Service Blueprinting
Develop and maintain enterprise service blueprints showing:
•customer interactions
•front-stage activities
•back-stage activities
•operational processes
•technology
•ownership
•dependencies
•pain points
•improvement opportunities
Use blueprinting to improve collaboration between commercial and operational teams.
Voice of Customer
Lead the development of Cornerstone's Voice of Customer capability.
Design listening programmes across multiple stakeholder groups including:
•Customers
•Prospects
•Strategic Accounts
•Landlords
•Suppliers
Translate customer feedback into actionable business improvements rather than simply reporting survey results.
Customer Insight
Analyses customer behaviour, operational performance and customer feedback to identify trends, opportunities and areas requiring improvement.
Produce exec-level insight and recommendations that influence business decisions.
Commercial Experience Optimisation
Partner closely with Marketing to optimise customer acquisition journeys across digital and offline channels.
Work with Sales and Key Account Managers to improve customer engagement throughout the sales cycle, supporting stronger customer relationships and increasing commercial opportunities.
Partner with Product to ensure propositions are designed around genuine customer needs.
Work with Delivery and Operations to improve service interactions, communications and operational touchpoints that shape customer perception.
Customer Governance
Develop customer experience frameworks, governance and standards that embed customer thinking into everyday decision making.
Lead experience workshops with stakeholders to align priorities, improve journeys and drive action.
Leadership Engagement
Act as the enterprise customer experience subject matter expert.
Present customer insight, journey maps and recommendations confidently to Senior Leadership Team, Executive Leadership Team and wider business leadership.
Facilitate workshops that bring together multiple functions to solve customer problems and improve organisational performance.
Continuous Improvement
Identify opportunities to simplify customer interactions, remove unnecessary complexity and improve operational efficiency.
Build prioritised improvement roadmaps with measurable business outcomes.
Key Deliverables
The Customer Experience Lead owns:
•Enterprise Customer Journey Framework
•Customer Journey Library
•Service Blueprint Library
•Voice of Customer Programme
•Customer Experience Standards
•Experience Governance Framework
•Customer Insight Reporting
•Customer Experience Roadmap
•Experience Improvement Portfolio
•Executive Experience Dashboards
Key Relationships
Internal
•CEO & Senior Leadership Team
•Executive Leadership Team
•Sales
•Product
•Marketing
•Delivery
•Operations
•Finance
•IT & Digital
•Corporate Communications
•Key Account Managers
External
•Customers
•Strategic Partners
•Industry Analysts
•Professional Bodies
Essential
•Significant experience in Customer Experience, Customer Strategy, Service Design or Customer Operations.
•Experience designing end-to-end customer journeys.
•Experience creating service blueprints.
•Strong commercial awareness and customer growth mindset.
•Experience facilitating workshops with senior stakeholders.
•Strong influencing and stakeholder management skills.
•Ability to translate customer insight into business improvements.
•Excellent presentation and executive communication skills.
•Strong analytical and critical thinking capability.
•Experience delivering cross-functional improvement programmes.
•Enterprise B2B environment.
•Telecom, infrastructure or technology / service sector experience.
•Experience with Voice of Customer programmes.
•Experience supporting strategic account management.
Technical Capability
Experience using tools such as:
•Microsoft Visio
•Power BI
•Excel
•PowerPoint
•CRM platforms
•Survey platforms
•Customer analytics tools
Operate and uphold Cornerstones' values of Everyone Matters, Innovate to Elevate, Do the Right Thing and Customer First by being Professional, Respectful and Open