Customer Experience Manager
Customer Experience Manager, PP Online
We're looking for a Customer Experience Manager to join our Customer Experience Team at Paddy Power part of Flutter UK & Ireland.
This role is a key enabler within the Paddy Power Online Team, focused on turning customer insight into action and driving continuous improvement across the end-to-end experience. Reporting initially to the Director of Strategy and Customer Experience, you will help identify pain points, streamline journeys, and deliver initiatives that make our products more intuitive, engaging, and enjoyable for customers.
You'll collaborate closely with Commercial, Product, BI, Marketing, Operations, and Customer Support teams to ensure every touchpoint reflects Paddy Power's distinctive energy and meets customer expectations. Using data, feedback, and experimentation, you'll help the business make confident, customer-led decisions that improve satisfaction, loyalty, and commercial performance for Paddy Power Customers.
As part of a new and growing team, you'll also play an active role in embedding a culture of customer closeness — creating opportunities for teams to connect with real customer experiences, share insights, and champion best practice in design and delivery.
What you'll be doing:
* Support the delivery of the CX strategy by executing journey mapping, data analysis, and optimisation initiatives that improve customer journeys and commercial performance across Paddy Power Sports and Gaming.
* Lead the day-to-day monitoring and analysis of our "journeys that matter" identifying customer friction points through tools like Google Analytics, Quantum Metric, and customer feedback platforms.
* Collaborate cross-functionally with Commercial, Product, Marketing, BI, Operations, and Customer Support teams to scope and deliver improvements, ensuring customer insights are translated into tangible product and process changes.
* Work with Commercial and Product teams to design and run CX testing programmes, including A/B tests, usability studies, and prototype reviews, to validate ideas and measure the impact of enhancements.
* Produce and present regular CX reports combining insights from customer teams with behavioural data to highlight trends, surface insights, and track progress against experience KPIs.
* Champion the customer voice within your functional area, ensuring decisions are grounded in real customer understanding and that CX best practices are embedded in project delivery.
* Contribute to the continuous improvement framework, documenting and sharing learnings, experiment results, and process optimisations to drive team maturity and consistency.
What we're looking for:
* Strategic and analytical mindset: Able to interpret data, customer feedback, and behavioural insight to uncover root causes, prioritise opportunities, and translate findings into clear action plans.
* CX and digital experience expertise: Proven experience mapping and optimising digital customer journeys, ideally within a fast-paced online or e-commerce environment.
* Proficiency with analytics and experience tools such as Google Analytics, Quantum Metric, UX testing, or customer feedback platforms, with the ability to draw meaningful stories from complex datasets.
* Proven track record of influencing cross-functional teams — driving customer-focused initiatives through collaboration with Product, Marketing, and Operations to deliver measurable results.
* Adaptable and resilient: Able to thrive in ambiguity, pivot quickly based on new insights, and balance strategic impact with hands-on delivery.
* Exceptional communicator and storyteller: Able to translate data and insight into compelling narratives that inspire action and align teams.
* Customer advocate: Deep empathy for the customer, with a passion for ensuring their needs and frustrations are represented in every business conversation.
What's in it for you:
* Flexible ways of working – home or office, it's your choice
* £1,000 learning fund
* Unlimited holiday
* Twice-yearly bonus (with part of it guaranteed)
* Pension contribution scheme
* Private healthcare
* Access to thousands of Udemy courses
* Invest via the Company Sharesave Scheme
* 16 hours paid volunteering time per year
About Paddy Power:
Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers to cheeky upstart mischief-makers, to part of the largest betting and gaming technology company in the world. In the UK & Ireland region of Flutter – we are joined by Betfair, PokerStars, Sky Betting & Gaming and tombola – we've never been bigger or better
Hard work, innovative spirit and boldness has brought us to where we are today. We take our work seriously, but not ourselves. We win by having the best people working well together, and we can guarantee you'll have fun on the job. Sound good? We'd love for you to join us
About Flutter
Flutter is the world's leading online sports betting and iGaming operator, with a market leading position in the US and across the world. Our ambition is to change our industry for the better, making use of our significant scale and challenger mentality.
We're working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we'll see how we can accommodate them.