Customer Journey Insights Lead

2 weeks ago

London, United Kingdom Kingfisher Full time

Overview:
We’re Kingfisher. You might know us as B&Q, Screwfix, Castorama, Brico Depot or Koçtaş. We’re made up of over 77,000 passionate people, over 1,300 stores and operating in 9 countries. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. That’s where you come in.

We are looking for talented, digitally minded pioneers to come and join our fast-growing team. Here, you’ll discover an environment where creators and innovators come together to shape the future of home improvement.

Our teams bring together individual passion and forward-thinking design. What’s next? Join us and you’ll have a hand in what’s coming up. We are searching for a Customer Journey Analytics Manager. Kingfisher have big ambitions to grow Ecommerce sales. This role is key to providing customer journey analysis and insight to enable us to grow as fast as possible. The new role is a fantastic opportunity to shape and build an exceptional Journey Analytics team and community.

This role will entail the use of data in every decision-making step, with an ambition to have common metrics & Tools being deployed across all Banners to drive Best Practice & Rapid improvements together. It will require the use of influence and leadership skills to guide and support both local teams and senior board level execs. A priority of this role will be to drive our Ecommerce Sales and understand struggles in our customers digital journeys, delivering expertise & focus across the Banner Retail Disciplines to drive better Commercial outcomes.

What's the job?:

- Drive the vision, strategy and the delivery of Customer Journey Insights across our Ecommerce trading platforms through collaboration with our banner teams & respective E Commerce C of Es; Content, Trading, Site Optimisation & Marketing..
- In collaboration with product & banner teams, design and own the tracking and reporting of customer journeys across all Digital touchpoints and be the expert in designing best practice tracking & supporting Banner or Product improvements.
- Building and scaling the Customer Journey analytical capabilities across the Group, including developing a team of professionals, setting best practice methodology, adoption and integration of appropriate technologies which will deliver improved Customer Retention through the Journey, driving conversion & revenue.
- Define co-ordinated but distributed ways of working with local banner teams, help with Training across Banner disciplines, share Best practise to ensure we create increased Value with constant improvements.
- Collaborate with our Digital Analytics, Trading & Optimisation, Content C of Es ,Product & UX teams to proactively build and execute agile testing channels to drive incremental improvements in Digital Journeys via a Test & Learn approach.
- Creating compelling journey tracking visualizations and UX dashboards based on analytics and data from multiple sources in including our UX Tool Contentsquare to highlight Opportunities, rapidly extending cross Banner.
- Using Contentsquare across Banner to deliver Banner Expertise in Find & fix, enabling rapid resolution of Customer challenges, whether Magento or Next Gen.
- Sharing insights to help improve the customer experience across various Digital touchpoints to drive Ecommerce Sales, supporting Trading & optimisation in directing focus such as Content improvements, or change & directing improvements in Paid Search strategy based on specific Banner joint activities.

Own and drive end-to-end customer journey research studies that have been prioritised across multiple banners and/or digital touchpoints including design,

What we need:

- Significant previous experience and expertise across a wide scope of analytical capabilities, including leading strategic direction & delivery of;
- Digital Customer Journey & UX Analytics
- Digital analytics and conversion rate optimisation
- Change Impact Analysis
- Proven experience of building teams of professionals who can deliver high quality output and are data driven analytical teams
- Experience of leading co-ordinated but distributed ways of working between group and local teams, aligning action plans and facilitating sharing of best practice across the group
- Experience of leading an analytics function that can provide tracking and reporting across business areas to drive optimisation for customers journeys across multiple touch points
- Significant experience in building and running an analytical and data driven Optimisation Programme
- Strong understanding of Industry leading practices and tools including the future technical landscape
- Extensive knowledge of agile working practice, working at pace while not diminishing the output.
- Strong presentation and communication skills, with ability to explain complex analytical constructs in a user-frie

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