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Customer Experience Transformation Leader

1 month ago

London, Greater London, United Kingdom DS Smith Full time
About the Role

We are embarking on a transformative journey to enhance our customers' experience and gain their loyalty. To achieve this, we require a Customer Experience Transformation Leader who will work closely with local and global stakeholders to embed a customer insights-driven continuous improvement cycle across all DS Smith markets.

This role involves leading the development and deployment of a Customer Experience performance management solution. You will define business requirements, set up supplier partnerships, and design and develop a CX solution that will be deployed across all markets. You will also work closely with the business to use the CX management solution strategically to drive value and capture best practices.

Your key responsibilities will include:

  • Defining the CX metrics framework along the end-to-end journey and at different levels of the customer relation.
  • Defining business requirements, designing and developing the CX performance management approach, including people, process, data, and system.
  • Continually investigating new data or AI capabilities that generate insights and drive actions to optimize the CX approach.
  • Developing the deployment toolbox and supporting implementations, including plans, governance, roles, and responsibilities, change management, training programs, digital CX platforms, and implementation materials.
  • Supporting in-country teams, including executives, to optimize strategic value creation by using the CX performance management approach.
  • Continuously capturing feedback and exploring new features to optimize the CX performance management solution.
  • Developing regular reporting cycles, including annual deep-dive CX performance and best practices reports, and finding ways to amplify the Voice of the Customer in our business.

About You

We are looking for a highly experienced professional with a strong background in customer experience management, business improvement methodologies, and project management. You should have a comprehensive understanding of business improvement methodologies, tools, and techniques, such as customer journey mapping and service blueprinting. You should also have strong analytical and data analysis skills, as well as proficiency in KPI setting and reporting tools.

As a Customer Experience Transformation Leader, you will have the opportunity to work with a global team and make a significant impact on our customers' experience. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this role.