Consumer Experience Specialist

About Us 

SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. , the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.  

Consumer Experience Specialist

Leeds / Hybrid - 3 days per week from the office (LS15 8ZB)

About the role

In this role, you will serve as the subject matter expert for all high‑priority escalations, including legal settlements. You will manage sensitive consumer issues, claims, and injury reports with accuracy and professionalism, while identifying and communicating product trends to the appropriate teams. You will also deliver clear, high level summaries of key findings and emerging themes.

Additionally, you will support CX leadership and product teams by responding to requests that help inform customer centric decisions.

Claims & Escalations Management

• Review and validate all consumer claims to confirm the accuracy of the issue reported.


• Act as the primary point of contact for Legal, providing requested data and documentation.


• Lead the end‑to‑end management of high‑priority escalations, including:


• Validating claim legitimacy


• Offering settlements where appropriate


• Approving agreed settlement terms


• Declining settlements when claims do not meet validity criteria

Ad‑hoc Requests· 

• Support executive‑level escalations.


• Conduct reviews and assessments for Legal upon request.


• Support our outsource partners with all property damage claims.

This position plays a critical role in shaping the consumer journey and representing our Brand with care and integrity.

What You'll Bring:

• Demonstrate confidence, strong organisation, and exceptional attention to detail.


• Follow established processes efficiently and accurately, while identifying opportunities to enhance them.


• Collaborate effectively and maintain strong working relationships across teams.


• Consistently put the consumer at the centre of decisions and communications.


• Proactively identify issues and resolve or escalate them as needed.


• Communicate clearly with excellent professional written and verbal skills.


• Show resilience, flexibility, adaptability, and openness to change.


• Approach challenges with positivity and a solutions focused mindset.

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