Manuel Jorge was inducted into the CX Hall of Fame for the way he has built customer experience around an idea most platforms either accidentally discover or actively resist: the community is not just an audience, it is a legitimate signal source.
Jorge runs CX globally for a youth football performance app with over a million users across the United Kingdom, the Netherlands, and France. The product widens the scouting funnel by letting players upload short, skill-tagged video clips of themselves, and inviting the community to engage with those clips. The result is an experience that surfaces talent the traditional scouting routes miss, the underdog or undiscovered player who would never have made it onto a regional academy’s radar.
What sets the work apart is the craft Jorge has applied to keeping the experience honest. Short-form video on consumer platforms tends to lose the user to lifestyle drift: more entertainment, less learning. By tagging every clip to a specific football skill, the watch time on the app does something the lifestyle feeds do not. It teaches. The user keeps coming back not because the algorithm is engineering compulsion, but because each session leaves them slightly better at the thing they came to do.
What earned Jorge induction is the discipline of designing a community-driven product that holds its purpose in a category where most consumer apps lose theirs.
Jorge’s practice is based in Lisbon, leading global customer experience for a youth football performance platform. His body of work spans community design, content curation, and the operational architecture of a platform serving over a million users in three European markets. The shift his work has helped surface is the practical demonstration that community participation can function as a credible data source for talent discovery, and that purposeful short-form content can hold user attention without trading purpose for engagement.
Recognition endorsed by The Global CX Alliance.
