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Head of Customer Experience
2 months ago
About the Role:
We are seeking an experienced and innovative leader to join our team as Head of Proposition. As a key member of our leadership team, you will be responsible for driving the development and implementation of our customer value proposition, enhancing the overall customer experience, and leading the digital product innovation efforts.
Key Responsibilities:
- Lead the end-to-end development of innovative propositions and products, from market research and ideation to launch and post-launch analysis.
- Develop and maintain our target customer journeys for the 'on bus' and 'off-bus' experience, identifying key pain points and opportunities to enhance the customer experience.
- Own a set of group work-streams to improve our customer proposition, working with stakeholders both in central group and collaboration with teams across 18 regional businesses.
- Manage stakeholders effectively, working collaboratively with various teams internally and externally to develop targeted campaigns and initiatives to support organic growth objectives across Stagecoach.
Requirements:
- Experience and success in leading the development of innovative propositions and products, with a track record of delivering business goals and customer needs.
- Strategic mindset, results-oriented, and excellent analytical skills, with proficiency in data-driven decision-making.
- Strong leadership skills, with a track record of building and motivating high-performing teams across a matrix.
What We Offer:
- Defined Contribution pension scheme with employer contributions.
- Death in Service cover.
- 5 weeks holiday plus bank holidays.
- A Stagecoach Bus travel pass for you and a companion.
- Access to the Hapi platform with retail and leisure discounts.
- Private medical insurance.
- Access to our Employee Assistance Program.
About Us:
Stagecoach Group is a leading public transport company that values diversity and inclusion. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.
