Head of Customer Experience

3 hours ago

Welwyn Garden City, Hertfordshire, United Kingdom Tesco Full time
About the Role

We're seeking a seasoned customer experience professional to lead our online customer experience efforts. As Head of Online Customer Experience, you'll be responsible for championing end-to-end customer experience online, from first impressions through to delivery/collection and beyond.

Key Responsibilities
  • Lead a small team to champion end-to-end customer experience online
  • Identify and prioritize interventions and initiatives to optimize customer experiences at critical points in their online journey
  • Champion personalization best practice across online end-to-end to deliver the most helpful and relevant experience for customers at every stage
  • Ensure retail media activity successfully balances commercial and customer objectives and delivers an optimum experience overall
  • Lead incident planning and recovery for online customers alongside a wider group of Operations, CEC, Tech, Group Communications, and Marketing teams
  • Support agile squads and 'centres of expertise' in post-order, Customer, Technology, and Fulfilment teams, ensuring smart and efficient use of agile working practices, clear OKR setting, and 'inspect and adapt' methodologies
Requirements
  • Ability to create an end-to-end customer experience strategy and execute cross-functionally with clear measures of success
  • Ability to assimilate a wide range of data sources and make clear, insightful recommendations
  • E-commerce expertise with an understanding of driving relevancy and personalization online
  • Working knowledge of retail media online/digital display media
  • Strong project and stakeholder management skills
  • Strong communication and storytelling skills, presenting confidently to stakeholders, including business leaders and executives
  • Ability to influence and drive alignment at all levels
  • Broad stakeholder management, including executive level
Experience
  • Proven leadership in a previous strategic customer experience role
  • Managerial experience leading cross-functional teams to design and implement customer experience change and improvement projects

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