Customer Experience Architect
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Job Summary
Location: UK
Subject to Consultation
About the role
As a senior member of the EMEA CX team you will be the customer journey owner and lead the creation evolution and governance of EMEA CX standards and frameworks that enable consistent scalable customer-centric experiences across our sub-regions.
With the overall objective of making DS Smith the easiest supplier to work with and deliver on the growth objectives it is your mission to define the EMEA CX architecture i.e. the principles experience expectations and scalable best practices that sub-regions and countries can adopt locally ensuring that customers operating across borders experience a consistent and seamless level of service.
You will be responsible for driving experience-led growth by driving NPS performance to achieve KPI targets consistently. Reducing variances between accounts in a similar segment and across sub-regions countries and clusters. Through thought leadership influence and strong functional collaboration you will collect best practices and shape segmentation service and journey standards that when implemented well should achieve desired NPS performance.
KEY RESPONSIBILITIES:
Define and own the EMEA CX standards principles and experience expectations that will deliver consistent customer experience across the sub-regions
Be the business process owner for the end-to-end customer journey governing and approving any change proposals coming from divisional or local initiatives
Lead the customer segmentation approach in partnership with the broader SMI Excellence team e.g. commercial strategy
Define clear standards for how segmentation translates to the differentiated service offer ensuring we prioritise our efforts and resources to deliver the best outcomes as defined by segment strategies and customer promise
Own and maintain the persona framework and ensure it remains relevant supported by insights
Define what good looks like for customer networks for engagement and NPS benchmarking
Influence CBUs and sub-regions to strengthen their customer networks
Define and optimise customer excellence KPIs to measure experience performance and consistency
Work closely with CBUs and sub-regions to assess journey and CX performance across multi-country accounts
Lead a small team of CX experts ensuring deep understanding and alignment to the overall CX Strategy and roadmap across the function
Communicate at all levels in the organisation to secure buy-in for the CX agenda and your projects.
About You
Qualified to bachelors degree level in Business/Marketing or equivalent experience
Experience in running a customer experience programme in a B2B environment
Demonstrated experience in shaping global tools and standards and successfully deploying them across a complex global/EMEA organisation
Proven ability to identify map and optimise customer journeys
Strong experience around governance and standands process mapping and operating models
Excellent project management skills and ability to shift from planning projects to planning programs with ease
Strong analytical skills; proficient in data analysis KPI setting and reporting tools
Management experience
Experience in leading the successful design and introduction of a global/EMEA capability (including digital tools) in a B2B complex business
Strong influential skills and focus on managing expectations across the organisation.
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
DS Smith is an international packaging company, offering sustainable, plastic-free packaging, integrated recycling services, and sustainable paper products.
