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Head of Customer Experience Innovation
2 months ago
We are seeking a highly skilled and experienced professional to lead our efforts in enhancing the Customer Value Proposition, improving the overall customer experience, and driving innovation in the public transport sector.
Key Responsibilities- Develop and maintain 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.
- Work collaboratively with various teams internally and externally to develop targeted campaigns and initiatives to support organic growth objectives across Stagecoach.
- Lead the end-to-end development of innovative propositions and products, taking these from market research and ideation to launch, and post-launch analysis ensuring alignment with business goals and customer needs.
- Experience and success in leading the development of innovative propositions and products.
- Strategic mindset, results-oriented, and excellent analytical skills.
- Proficient in data-driven decision-making, with the ability to interpret complex datasets and draw actionable insights.
- Strong leadership skills, with a track record of building and motivating high-performing teams.
- 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.
