Head of Customer Experience & Proposition

Permanent

From 90000 PMI ShareSave 6.6 weeks holiday Hybrid Working

Southampton Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores our people and our whole business with everything it takes to help our millions of customers create a home theyll love. Join us as a Head of Customer Experience & Propisition and youll be a big part of this.

Role Purpose: As the Head of Customer Experience & Proposition you will be responsible for defining customer experience standards in B&Q and ensuring a roadmap is in place to achieve this ambition. You will be responsible for driving business growth through identifying prioritising and delivering opportunities to improve B&Qs customer experience through a granular understanding of customers their needs and their journeys. This is key role in reducing customer effort improving customer loyalty and ensuring customer centric ambitions are at the heart of B&Q.

Key Accountabilities / Responsibilities:

Customer Experience Optimisation

• Lead the valuation of CX change to ensure the benefits of focusing on customer experience are clearly demonstrated.
• Work with the Insight team to ensure the Customer Experience is effectively monitored and the voice
  of the customer is clearly heard and acted upon.
• Manage the customer pain point register from the Insight team and with input from Customer Services.
• Lead the root cause analysis for key pain points and work cross functionally to balance tactical and strategic solutions with clear action plans in place to improve the customer experience every day.

Customer Propositions

• Maintain a catalogue of all end-to-end customer journeys and propositions across all channels including clear owners in the business and keeping on top of a review cycle across them including their performance and influence and support any redesign in line with customer expectations as needed.
• Act as the architect for customer propositions to support the owners across the rest of the business.
• Define design and develop new cross channel customer propositions for business owners in line with identified customer needs.
• Maintain clear understanding of all customer propositions across the business.

Customer Journey Framework

• Set the Customer Journey framework including journey stages master journeys and mapping methodology to ensure we have a robust understanding of our end-to-end customer experience.
• Map out customer journeys across the business for new existing and evolving customer missions creating tools to embed CX principles into daily operations.

Governing Customer Experience

o Govern all key changes to the customer experience to ensure it delivers for the customer and
enables progress towards the vision.

Customer Centric Culture

• Be a driving force in the business to create a customer centric culture across all functions.
• Influence business stakeholders to adopt and deliver customer focused change throughout the business.
• Ensure a clear understanding of the latest developments in the external market to ensure you can bring a market leading perspective to customer experience evolution

Required Skills & Experience:

• Significant experience developing customer focused propositions and translating into change roadmaps.
• Customer journey mapping capability.
• Excellent communication skills to enable wider business to understand the case for change.
• Proven experience of delivering significant customer change with measurable impact across digital and physical channels.
• Strong analytical skills with the ability to understand multiple sources of data to drive decision making.
• Patience and ability to prioritise; theres always more to do than whats possible!
• Advanced senior stakeholder management and influencing skills.
• Experience managing teams and driving high performance.

As part of a great team youll be valued for who you are.Were committed to making B&Q more diverse and representative of the communities we serve where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary our benefits package includes an award-winning pension scheme bonus ShareSave options 6.6 weeks holiday payroll giving an Employee Assistance Programme shopping discounts colleague wellbeing benefits and lots more!

So we can support you during the application or interview process please contact for any recruitment adjustments.