Senior CX & Propositions Manager

Who We Are

As one of the UK’s leading law firms, we’re here for the people and businesses who rely on us at life’s important moments - made possible by our colleagues who bring the expertise, judgement and care that makes the difference.

Our colleagues bring Irwin Mitchell to life every day, so it matters that you feel valued from the very first day and are trusted with the responsibility, in the right culture, to do the best work of your careers. Everyone’s path here is different, but we share a desire to help our business make a real impact.

Where possible we will support our colleagues to work in a way that works for them, for us and most importantly our clients. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

As a Senior Client Experience Manager, you will lead a client experience and propositions team to identify improvement opportunities and further develop our product and service offer. You’ll also be responsible to developing and managing our client referral programme across all business units.

Working closely with business leaders, experts, and Group Services teams, you’ll use KPI’s, insight, design and ‘end-to-end’ thinking as the driver for customer centric change, additional revenue opportunities and service offerings and improvements. Developing and embedding a personalised, seamless, and supportive experience, which increases recommendation, word of mouth and reputation.

You’ll be the driving force behind a client-focused culture, communication, and the voice of the client across group wide change programmes. 

Strategic Customer Centric Delivery

• Collaborate with the Head of Client Experience & Insight to enhance customer performance and reinforce our brand identity.
• Shape the strategic development of our customer value proposition to clearly differentiate us from competitors.
• Prepare business cases that demonstrate NPS, lifetime customer value, and retention ROI for customer-focused improvements.

Customer Experience and Proposition Development

• Refine our client offerings by integrating customer insights and leveraging new technologies to enhance overall experiences and drive revenue.
• Monitor and interpret customer experience metrics to develop strategies that improve interactions.
• Evaluate the customer journey to identify areas for improvement and create additional revenue opportunities.

Subject Matter Expertise (SME)

• Champion customer advocacy and foster a client-led culture across all teams.
• Be an expert in NPS management and customer-centric initiatives, driving customer-focused changes.
• Stay informed about competitors’ customer experience offerings to identify opportunities for differentiation.

About You

The ideal candidate will have

• Experience as a customer experience manager, with a strong track record of implementing customer focussed change and improvements within a large-scale service delivery business.
• Knowledge of the industry and strategic client engagement and insight experience 
• Experience in handling complex situations that require synthesizing multiple sources of information, including unique scenarios that have not previously arisen.
• Commercial acumen and financial understanding – setting, meeting and delivering to forecast targets.
• Experience of preparing and socialising business and benefit cases which encompass, retention, additional revenue and NPS related return on investments for customer focussed improvements or product offerings.
• Customer focused leadership skills to encourage and inspire customer centricity business wide and achieve continued improvement of service delivery.
• Experience of Design Thinking methodology and implementing customer journey management processes.
• A customer centric mind-set, able to credibly operate as the voice of the customer within business discussions and projects.
• Line management, coaching and people development experience
• Experience of recruiting and developing a high performing team
• Extensive experience of leading and influencing senior leader stakeholders
• Excellent influencing skills - capable of engaging with senior stakeholders and winning support from legal partners
• Resilience and a change focused attitude
• Drive and ambition to improve customer processes and services, able to work independently and in an agile approach.
• Inquisitive mind-set and has the ability to look beyond the norm and find new ways of working.
• Excellent communication

Our Approach to Reward and Wellbeing

• 25 days' holiday as standard, rising to 28 days depending on role level, plus bank holidays and the option to purchase additional leave.
• Opportunities to share in our success through annual pay and bonus review processes for eligible colleagues.
• Health and wellbeing support, including Westfield Health and Digital GP access. 
• Competitive pension arrangements to help you plan for the future. 
• Two paid volunteering days every year to support causes that matter to you. 
• Access to a range of colleague discounts and lifestyle benefits to support you both inside and outside of work.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported.  

In 2026, Irwin Mitchell was recognised in the Sunday Times Best Places to Work guide and was the only law firm included in the 'Very Big' organisation category

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Applying to Irwin Mitchell

We want every candidate to have a positive, fair and transparent recruitment experience. If you require any support or reasonable adjustments throughout the recruitment process, please speak to a member of our Recruitment & Onboarding team or contact Recruitment@IrwinMitchell.com

Artificial Intelligence (AI) is becoming an increasingly common part of modern working life. If you choose to use AI tools as part of your application or interview preparation, please review our AI in Recruitment Candidate Guidance AI Candidate Guidance

As part of joining the Irwin Mitchell Group, all successful applicants are required to complete our employment screening process. We carry out pre employment screening to establish your eligibility to work in the UK, and understand any criminal records or adverse financial history.

Our onboarding processes are designed to help us maintain the high standards of trust, integrity and professionalism expected by our colleagues, to  protect the interests of the Group, clients, partners and other stakeholders.

Checks are conducted by trusted 3rd parties and the employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.