Strategic Programme Manager - Customer Experience

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. About the role We’re looking for a Program Manager, Digital Content & Self-Serve CX to join our Customer Experience team at Pleo. In this role, you’ll help design, scale, and improve the digital customer experience across help content, help center strategy, community, education content, self-service journeys, and CX programs that reduce friction and improve customer outcomes. This role is ideal for someone who understands that great customer experience is not only delivered by people, but also through clear content, intuitive self-help, smart automation, and scalable digital experiences. You will act as an individual contributor with no direct reports, but you will be expected to lead through influence, cross-functional coordination, and strong program ownership. You should bring prior Customer Experience experience and a strong point of view on how digital content, self-service, AI, and automation can work together to improve customer outcomes, reduce effort, and support scale. Who you’ll be working with and reporting to You’ll report to the Manager of Customer Success and work closely with teams across Support, Customer Success, Onboarding, Product, Product Operations, Engineering, Marketing, Data, and RevOps . Our team is highly collaborative and focused on improving the end-to-end customer experience through better journeys, stronger content, scalable self-service, and smarter operating models. You’ll partner with stakeholders across the business to ensure customers can find answers faster, solve more on their own, and have a more seamless digital experience. What you’ll be doing As a Program Manager, Digital Content & Self-Serve CX , you will: Own and drive programs across digital content and self-service CX including help center strategy, knowledge content, education content, customer community, and self-help journeys. Lead improvements to the help center experience by identifying content gaps, structural issues, search friction, and opportunities to improve findability, usefulness, and resolution. Drive digital content strategy across customer education, support content, onboarding guidance, FAQs, and scalable knowledge experiences that help customers achieve outcomes faster. Build and improve self-serve customer journeys that reduce customer effort, improve issue resolution, and support stronger time-to-value. Partner with cross-functional teams to launch AI and automated self-serve solutions including intelligent guidance, workflow automation, chatbot experiences, content recommendations, and other digital support mechanisms. Use customer insight and operational data to prioritise improvements by analysing content usage, deflection opportunities, search behaviour, case drivers, friction points, and customer feedback. Coordinate CX programs tied to digital experience improvement across content, education, support, onboarding, and community. Establish measurement and reporting for digital self-service performance including adoption, engagement, content usefulness, containment, search success, case avoidance, and customer effort. Drive governance and content quality standards to ensure self-service experiences stay accurate, current, useful, and aligned to product and customer needs. Partner with Product, Support, and CX leaders to ensure digital self-service is treated as a strategic lever for customer experience, scale, and operational efficiency. To put things into context In this role, you can expect to work on priorities such as: improving help center structure, content quality, and search experience building a stronger digital education and self-help strategy expanding scalable onboarding and product education content strengthening customer community engagement and value identifying self-service gaps that create avoidable support demand introducing AI and au