Global Customer Journey Owner

4 weeks ago


Corby, United Kingdom RS Group plc Full time

Location: Hybrid (London or Corby)
RS Group is currently in search of a Global Customer Journey Owner for a permanent position. In this role, you will be tasked with defining, researching, measuring, designing, optimizing, and orchestrating the stages of the end-to-end customer journey and experience within Find, Buy, and Pay. Your objective is to globally define and map these journey stages, establish a vision, design principles, blueprints, and service design frameworks to collaborate with regions, business units, and channel owners for execution.

The find, buy & pay journey stages are our core buying journey. This role has global ownership of the core RS purchasing journey across all channels from product identification through to commercial or contractual agreements through to invoicing and payments.

What You'll Be Doing:

Define and map journey stages globally, develop vision, design principles, blueprints, and service frameworks for collaboration with regions, business units, and channel owners. Develop global insight into journey stages, including personas, needs, channel usage, and objectives, influencing channel and regional priorities. Lead development of a global Customer Journey Framework, including mapping approaches and tool requirements for all Customer Journey Owners. Build a comprehensive library of macro and micro customer journeys, understanding regional and cultural variances. Define a clear global customer journey vision and Design Principles, guiding experiences across regions and channels. Expand Service Design capability, optimizing flows between systems and processes for desired experiences. Collaborate with Value Added Solutions teams in proposition development, considering the purchasing journey. Continuously review industry best practices and changing customer behavior. Establish cross-functional, cross-regional Journey Squads, designing detailed experiences and frameworks for personalization. Inform technology and system process requirements to achieve the customer journey vision. Collaborate with the Global CX team to inform VOC strategy and measure in-journey feedback effectiveness. Define key performance indicators and metric requirements with commercial insight teams to assess journey impact. Support regional CX teams with coaching and guidance.

About you:
The ideal candidate for the Global Customer Journey Owner role



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