Customer Experience Transformation Lead

1 month ago

London, Greater London, United Kingdom DS Smith Full time

About DS Smith

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, and we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people.

About the Role

We are currently embarking on a Customer Experience transformation journey. An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future.

Our Aim

To become our customers' partner of choice by enhancing their experience and gaining their loyalty. To do this, we require a CX Performance Manager, who will work closely with local and global stakeholders to embed a customer insights driven continuous improvement cycle along the entire customer journey and across all DS Smith markets.

In this role, you will lead the development and deployment of a Customer Experience performance management solution. You will define business requirements along the different customer facing functions, like metrics, insights, process, frequency, channels, visibility etc., you will set up the right supplier partnerships and design and develop a CX solution, that you will then deploy across all markets and continue to support and develop.

You will work closely with the business to use the CX management solution strategically to drive value and capture best practices. You will share those best practices and report on CX performance across the business, leveraging customer insight from all channels to better understand customer needs and amplify the Voice of the Customer.

Your Responsibilities

  • Define the CX metrics framework along the end-to-end journey and at different levels of the customer relation.
  • Define business requirements, design and develop the CX performance management approach, including people, process, data and system
  • Continually investigate new data or AI capabilities that generate insights, and drive actions to optimize CX approach
  • Develop the deployment toolbox and support implementations; plans, governance, roles and responsibilities, change management, training programme, digital CX platform, implementation materials
  • Support in-country teams (including executives) to optimize strategic value creation by using the CX performance mgmt. approach.
  • Continuously capture feedback and explore new features to optimize the CX performance management solution.
  • Develop regular reporting cycle, with annual deep-dive CX performance and best practices report and find ways to amplify the Voice of the Customer in our business.

About You

  • Qualified to bachelor's degree level in Business/Marketing, or equivalent experience
  • Significant experience in running a global Voice of Customer programme in a B2B environment
  • Experience introducing (define, design, develop) a customer experience management solution in a business
  • Comprehensive understanding of business improvement methodologies/tools. Eg: Customer journey mapping, service blueprint, etc.
  • Strong project management skills and ability to shift from planning projects to planning programs with ease
  • Strong analytical and proficient in data analysis, KPI setting and reporting tools.

Benefits

  • Competitive salary
  • Discretionary bonus
  • 25 days holiday plus bank holidays
  • Car Allowance
  • Pension scheme, life assurance and income protection
  • Employee Assistance Programme
  • Employee Discounts
  • Cycle to work scheme

Location

London (Paddington) - hybrid

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