Customer Experience Manager / Customer Proposition Manager / Head of Customer Experience / Head of Propositions / Propositions Leads / Digital Proposition Lead
Join us as a Customer Experience Proposition Development Lead within the Customer team and you'll be a big part of this. You will be working with the Head of Customer Experience & Proposition who has recently joined the company and wants to move at pace to reshape and refine their customer propositions across the business. You will advocate the customer and drive true customer centricity across the organisation in the work you do and how you engage business proposition owners.
Customer Propositions
- Quickly establish an understanding of all customer propositions across the business, including their performance
- Define and complete an assessment to understand all the different customer propositions in the business, and prioritise the key value driving propositions
- Lead business proposition owners to ensure customer needs are central to proposition development, as well as demonstrating clear business £ value return
- Define, design/re-design, and develop both new and existing customer propositions through identifying customer needs
- Drive business growth through identifying, prioritising, and delivering proposition opportunities to improve the brands customer experience through a granular understanding of our customers, their needs, and their journeys
- Ensure a clear understanding of the latest developments in the external market to ensure you can bring a market leading perspective to customer experience evolution
Customer Journey Framework
- Set the Customer Journey framework including journey stages, master journeys and mapping methodology to ensure we have a robust understanding of our end-to-end customer experience for each proposition
Customer Experience Optimisation & Governance
- Lead the valuation of CX change to ensure the benefits of focusing on customer experience are clearly demonstrated
- Use customer pain point register to ensure clear action plans are in place and delivered through the propositions
- Set up governance framework for customer propositions, to ensure all key changes to the customer experience to ensure it delivers for the customer and enables progress towards the vision
What we are looking for:
To be successful in delivering this role you will have:
- Significant experience developing customer need focused propositions that have delivered measurable impact and high £ value return
- Ability to define, design and develop value adding customer propositions, as well as translating into change roadmaps
- Experience in developing customer propositions for a wide range of customers that shop cross-category, with end-to-end Omnichannel focus embedded
- Experienced in customer proposition journey mapping
- Ideally retail background and consultancy experience
Please reach out for more information.