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Customer Experience Transformation Leader

2 months ago

London, Greater London, United Kingdom DS Smith Full time

About DS Smith

DS Smith is a global leader in sustainable packaging solutions, committed to providing innovative and eco-friendly products that meet the evolving needs of our customers.

Role Overview

We are seeking a highly motivated and experienced CX Change Manager to play a pivotal role in shaping the future of customer experience within our organization. This is a unique opportunity to contribute to a company-wide transformation, driving positive change and enhancing the customer journey at every touchpoint.

Key Responsibilities

  • Lead the development and execution of a comprehensive change management strategy for our CX transformation initiative.
  • Manage complex change projects, ensuring successful implementation and stakeholder alignment throughout the process.
  • Collaborate closely with cross-functional teams to identify and implement change enablers that support the overall CX vision.
  • Develop and deliver targeted communication plans to keep all stakeholders informed and engaged throughout the transformation journey.
  • Build strong relationships with key stakeholders across the organization, understanding their needs and perspectives to ensure a smooth and successful transition.

Requirements

  • Proven experience driving transformational programs within large organizations, demonstrating a deep understanding of change management methodologies and best practices.
  • Exceptional communication, influencing, and stakeholder management skills, with the ability to effectively convey complex information to diverse audiences.
  • Strong business acumen and adaptability, enabling you to navigate dynamic environments and make informed decisions that align with organizational goals.