Customer Champion

Job description

Customer Champion Department: Technical Support: Employment Type: Full Time: Location: Ash Vale, UK: Description: Reporting to the Global Head of CX Team & CX Strategy, the Customer Champion is responsible for safeguarding the customer experience across all inMusic brands by proactively monitoring customer sentiment, intervening in high‑risk or escalated cases, and translating customer insights into actionable improvements for the business. Acting as a key bridge between end users and internal stakeholders, the Customer Champion works cross‑functionally with internal teams to identify trends, drive corrective actions, and improve overall CSAT and customer loyalty. This role combines day‑to‑day customer advocacy with responsibility for supporting and improving CX tools and AI‑driven support workflows, while helping surface actionable customer insights. Key Responsibilities: - Monitor and analyse customer feedback, sentiment, CSAT, and quality metrics across multiple channels, producing clear and actionable insights and reports for CX and management teams. - Engage directly with customers via phone and email to gather feedback on cases, support experience recovery, and build positive...