Customer Experience Strategy and Innovation Manager

Customer Experience Strategy and Innovation Manager
Location: Central London
Working set up: Hybrid, 2 days in office a week
Salary: £50,000 to £55,000 (experience dependent)

You’ll be joining a team responsible for the customer experience strategy behind a global powerhouse of a luxury retail brand.

What this translates to, is looking for opportunities within existing customer journeys and experiences to drive enhancements and improvements. These could be:

• via technology led solutions
• through complete overhauls of current journeys and experiences
• through the creation of completely new propositions

The output is centred on driving enhancements to both CSAT and NPS scores, as well as initiatives which drive repeat purchase intent, loyalty and bottom line commercial results too.

It’s something of an innovation hub. Utilising what they know about the customer at both a regional and global level, to identify opportunities within those existing journeys to create moments of WOW.

As the Customer Experience Strategy & Innovation Manager, you’ll own your own roadmap of projects, typically 2 to 3 at a time; starting from the ideation and what you understand of the customer as well as wider marketplace. Where the pain points lie, and coming up with ideas to help solve them.

Translating these into commercial business cases, which may include sourcing vendors. Pulling together pilots, which will involve working with lots of different internal teams to get things together. Overseeing the projects with a view to getting things scaled up and rolled out globally.

At which stage the projects will take on a life of their own as they become adopted by regional teams and pushed into GTM plans.

It’s a role which will require a decent degree of resilience, as not everything you touch will turn to gold. There are occasions projects will look promising, but end up being paused in favour of other priorities.

In which case, it’s onto the next project with hopes high of a success.

Some projects this team have looked into in the past have included:

• Scoping out a global loyalty programme for the organisation – what was the opportunity? How should it look and feel for the dynamics of their customer base? Who would be the best tech vendors, etc?
• How would you enrich customer lifestyle data in new and innovative ways to help enrich customer understanding? Going beyond just preferences, and getting deeper insights to help profile customers in more meaningful ways
• How can new mobile platforms be used in VIP customer service channels at scale, yet maintain the VIP experience? So adoption of AI tools, and how and where they could be used, over what mediums, and for what goals and benefits in the customer journeys?

The team you’ll be joining is relatively small, but that’s only because the global functions are principally strategy led teams. Operations are taken care of at regional levels, and those teams are typically much larger. It’s also part of a wider customer experience matrix which takes care of customer insight, data science and CRM as well. So you’ll be in good company, and they’re all principally based in the UK HQ in London.

Experience Needed:

• Ideally some experience working with customer experience data (research and insight), leveraging it to create innovative opportunities which enhance customer experiences as well as create value for a company
• Have a good understanding around how to create a business case
• Proposition development experience – putting the customer at the centre of thinking and coming up with clever ideas which connect to those needs and interests.
• You’ve gained experience in the above within a consumer facing industry – retail, telco, luxury goods. Or have similar experience from a management consultancy environment
• Track record of initial idea creation through to delivery, with good evidence of project management skills, running pilots and getting things off the ground.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment, Marketing, Digital & Data
Blue Pelican
01892 507122
colin@bluepelican.com