Global CX Change Manager

3 weeks ago

London, Greater London, United Kingdom DS Smith Full time

About DS Smith

DS Smith is a leading provider of sustainable fibre-based packaging solutions worldwide, supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast-moving consumer goods, and industrials.

About the Role

We are embarking on a customer experience transformation journey, a key part of our growth plan. This transformation will shape internal and external activities for our organisation and valued customers in the future.

Our Vision

Our aim is to become our customers' partner of choice by enhancing their experience and gaining their loyalty. To achieve this, we require a CX Change Manager to lead this global transformation.

Key Responsibilities

  • Lead the change management strategy and agenda for the CX transformation, ensuring alignment to other strategic objectives.
  • Lead change management projects or change management and stakeholder engagement workstreams in CX projects.
  • Create a change strategy that is targeted and phased, building a network across the markets to deliver it effectively.
  • Utilise experience to lead and support the entire change journey from sparking the change to execution and embedding it in business.
  • Work closely with relevant functions to deliver change enablers, like HR, IT, and internal communication.
  • Leverage digital tools to reach a wide audience and encourage two-way engagement.
  • Leverage HR cycles and tools to embed new ways of working.
  • Define the language and definitions used in the transformation together with the targeted internal stakeholders and aligned to corporate frameworks.
  • Develop a communications strategy to bring customers to life in every part of the organisation.
  • Understand in detail the DS Smith stakeholder landscape and ensure that the right stakeholders are involved in all the right CX Projects.

About You

Minimum requirements:

  • Significant experience driving transformational programmes in large organisations that impact all levels, on customer centricity, digitalisation, or innovation topics.
  • Experience in a complex, international, matrix organisation, preferably in a B2B environment.
  • Demonstrable knowledge in a broad variety of change management methods and tools. Familiar with project management approaches, tools, and phases of the project life cycle.
  • Ability to work at a high-level change management agenda as well as get down to developing detailed content and messaging.
  • Exceptional communications skills and ability to influence multiple stakeholders to drive change at different levels.
  • Strong business acumen, adaptability, and understanding of organisational issues and challenges.

Benefits

  • Competitive salary.
  • Discretionary bonus.
  • 25 days holiday plus bank holidays.
  • Car allowance.
  • Pension scheme, life assurance, and income protection.
  • Private medical insurance.
  • Salary sacrifice electric car scheme.
  • Employee Assistance Programme.
  • Employee Discounts.
  • Cycle to work scheme.

Location

London/Hybrid (2 days per week working in our Paddington office).

International Travel

c. 20%.

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