Customer Experience Capability Owner
2 days ago
**Customer Experience Capability Owner**
**London**
**£55,000 - £65,000 + benefits**
**Our client**
Over the past few years, we’ve scaled the global Customer Experience Team (a hybrid startup-consultancy) in one of the world’s most powerful brands.
The team focuses on delivering experiences across all channels that give customers reasons to fall in love with the brand through creating the best customer experience, predicting and selling the right products and services, and identifying & planning newproduct & service innovation.
With over 150,000 employees spread across almost 200 countries, our client has innovation at their core and is proud to be building products and services that leave a positive and sustainable impact on society, the environment and in education.
**The role**
The goals of the CX team are to increase brand satisfaction, create brand differentiation, and drive economic value for the business.
Customer Journey teams own the strategy, planning and roadmap for their assigned journey. The Customer Experience Capability Owner is an operational role, bridging customer journey strategy across all channels, aligning with global markets, product domainsand other global teams & functions.
**What will this involve?**
- Prioritising strategic initiatives according to the journey roadmap.
- Collaborating with global teams to identify target markets.
- Identifying business and customer outcomes, developing business cases where necessary.
- Reviewing and validating delivery at key milestones.
- Leading the discovery process and outputs.
- Drafting decision proposals for strategic initiatives aligned with delivery processes. Reviewing and finalising these with journey team members.
- Collaborating with the Journey Manager to identify dependencies on business processes.
- Briefing product domains and channel owners on strategic initiatives and goals.
- Tracking the delivery of journey initiatives through development, ensuring alignment with the vision and plan.
- Representing the journey in backlog grooming meetings.
- Collaborating with Insights & Analytics teams for reporting and experience optimisation.
- Working with the Design teams to create research briefs and experiences in the form of storyboards.
**We would like you to have**
- Experience working in Customer Experience - ideally in an international environment.
- Strong understanding of the principles of customer experience and customer journeys.
- Basic project management / technical delivery experience is advantageous.
- Experience in planning and reporting.
**The perks**
- The chance to develop your career with a global, multicultural team working on a fascinating customer experience transformation programme.
- A flexible working environment and the ability to work from home / flexible hours.
- Private healthcare and private dental insurance.
- Competitive pension, 26 days holiday (excluding bank holidays).
- Car lease scheme, season ticket loan and cycle to work schemes.
**Match Digital**specialises in connecting talented individuals with businesses in the digital, tech, media and marcomms industries.
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