Cx Strategy

2 weeks ago

Manchester, United Kingdom Tesco Mobile Full time

Tesco Mobile is a totally unique business, a 50/50 joint venture between Tesco and Telefónica O2 that launched back in 2003 and has gone from strength to strength as we’ve launched into new services, markets and customer propositions.

Tesco Mobile has a fantastic can-do culture that employs some of the best talent from our shareholder partners and from the industry. We’re award winning and have been a Which? Recommended Provider for 8 years running.

Working at Tesco Mobile means being employed by one of our joint venture shareholders - Tesco or Telefónica O2. Our Head Office vacancies are advertised under both brands.

Our culture is uniquely Tesco Mobile with a great sense of community, but with all the benefits of working for one of the shareholders as well.

**Job grade: PCGT/VM Level 5**

**Closing Date: 30th May 2023**

**About the team**

A small but mighty team that works collaboratively across the whole business to drive our Strategic Outcome of Simple and Helpful CX. The team is made up two CX Experts who work across the Product Tribes and are embedded in product squads to help the business drive the best customer experience for props and inititiatives. Both roles report into the CX Lead. We also have a CX Insight Analyst who is dotted line and works very closely with the team to deliver actionable CX insights that we use to drive change and improvement across the entire business.

**About the role**
- Key aim is to achieve Market Leading Customer Experience (with at least 1.5 NPS point YTD between us and nearest competitor and achieve 54 YTD NPS)
- Shape, iterate and deliver the TM CX Strategy, working across all business areas and channels to realise this
- Support Tribes / Squads with CX consultancy, insight & expertise to deliver customer first initiatives & journeys
- Share CX insight through leveraging the data in our Voice of the Customer Programme and drive actions through the business to achieve our strategic outcome of Simple Helpful CX
- Be the customer champion; bringing the customer to life for colleagues
- Set the business up for Customer Journeys
- Ensure the smooth migration of TNPS from InMoment to KPMG
- Support the Customer Centricity Mastery Plan with CX insight sharing
- Lead and develop a high performing and happy team

**Key Accountabilities**
- CX Strategy; Iterate and develop the right CX Strategy for Tesco Mobile (2023 in delivery and 2024 needed for next year) aligning to our overall Strategic Intent of unlocking the unique power of Tesco for mobile, to be the trusted choice for CC customers and a great place for colleagues to work
- Champion the customer in the business to achieve our strategic ambition of Simple, Helpful CX, underpinned by Insight and NPS performance. Drive engagement and updates
- Ownership of our Voice of the Customer Programmes; Overall NPS (Relationship NPS) and Touchpoint NPS (TNPS, channel NPS). Run by both KPMG and InMoment. Responsible for the smooth migration of TNPS to KPMG so that all our NPS data sits in one place
- Collaboration with Brand to deliver joined up Brand and CX insights into the business
- Active consultancy into the business for new Props and Projects to ensure we launch with seamless and helpful customer journeys and experiences; particularly through supporting Tribes and where appropriate, certain product squads
- Setting up the 2024 NPS targets
- Supporting the Strategy and LTP for 2024

**What We Need from You**:
**Essential Skills**:

- Leadership
- Thought Leadership and Influencing
- Stakeholder management and strong relationship building
- Ability to constructively challenge
- Insight and storytelling
- Communication and collaboration
- This role will suit someone who is highly ambitious, passionate and determined
- Positive can-do attitude is a must
- Comfortable in a highly visible role with high level of exposure
- Experience in coaching and developing a team
- Adept at challenging the status quo and being the voice of the customer while balancing commercial and business needs

Role to start 1 July 2023 for 12 months

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus.

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places.

We have recently announced that we will be moving towards a more blended working week - combining office and remote working, leveraging the advantages of

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