Customer Experience Innovation Lead

1 week ago


London, Greater London, United Kingdom Blue Pelican Full time

Blue Pelican is a global luxury retail brand seeking a CX Strategy & Innovation Manager to enhance customer journeys and experiences through technology, overhauls, or new propositions.

We offer a salary range of £50,000 to £55,000 (experience dependent) for this role based in Central London. The ideal candidate will work on average 2 days a week from our office.

About the Role

This is an exciting opportunity to own your roadmap of projects, typically 2-3 at a time, identifying pain points and coming up with innovative solutions. As part of our team, you'll drive enhancements to CSAT and NPS scores, repeat purchase intent, loyalty, and commercial results.

Your Responsibilities
  • Develop and implement customer experience strategies that incorporate technology-led solutions, complete overhauls of current journeys, and creation of new propositions.
  • Translate ideas into commercial business cases, source vendors, and oversee global rollouts.

You'll collaborate closely with cross-functional teams to identify opportunities and develop strategic plans. With strong analytical skills and data-driven decision-making abilities, you'll use customer experience data (research and insight) to inform your strategies.

A successful candidate should have:

  • Experience working with customer experience data, leveraging it to create innovative opportunities.
  • Good understanding around creating business cases.
  • Proposition development experience – putting the customer at the centre of thinking and coming up with clever ideas.
  • Track record of initial idea creation through to delivery, with good evidence of project management skills.
About Blue Pelican

Blue Pelican is a leading global luxury retail brand dedicated to delivering exceptional customer experiences. We're committed to driving growth, innovation, and excellence across all aspects of our business.



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