Customer Experience Strategy Manager
Location:
Central London Working set up : Hybrid, 2 days in office a week Salary:
£50,000 to £60,000 (experience dependent) plus benefits Please note, this role is not a customer service oriented role You’ll be joining a team responsible for innovation in experience design for a powerhouse of a luxury retail brand. It’s global customer strategy, looking for opportunities to enhance the customer’s experience, no matter the channel. By enriching what they know about them. By innovating in how they serve them through technology. Or by engaging with technology a different way which gives the customer a best in class experience. You’ll be working with customer journey maps to identify pain points across the journeys. Working with teams to come up with ideas which could potentially either close gaps within that experience, or come up with solutions which could significantly improve upon the experience of customers, which also brings with it a benefit for the company too. These solutions could be made up of: technology led solutions complete overhauls of current journeys and experiences creation of completely new propositions Some projects this team have looked into in the past have included: Scoping out a global loyalty programme – defining the opportunity, its look and feel for their customer base, and identifying the best tech vendors. Enriching customer lifestyle data in innovative ways to provide deeper insights for customer profiling. Utilisation of AI solutions at scale within mobile channels like Whatsapp, while maintaining a VIP experience. The team focuses on enhancing CSAT and NPS scores, as well as metrics like repeat purchase intent, loyalty, and commercial results. You’ll own a series of projects and their roadmaps of development into the pilot stage, typically 2 to 3 at a time; starting from the very beginning with the data – bringing together a clear understanding of the customer pain point, the market opportunity, and competitive landscape. Creating the opportunity by refining ideas into potential solutions that deliver value for both the company and customer. Translating this into commercial business cases, which may require sourcing external vendors to partner with. Pulling together the pilot will involve collaboration with various internal teams. You will oversee the testing phase to determine if the opportunity has true value for a full roll out. Not every project will succeed; some may be paused in favor of other priorities due to limited returns. In such cases, you will move on to the next project with renewed optimism. The team you’ll be joining is relatively small, but is part of a wider customer experience function that includes customer insight, data science, and CRM. Collaboration is key, and you’ll be part of a high-performing, close-knit team based in the UK HQ in London. Experience Needed: Customer strategy experience, ideally from a management consulting background (e.g., IBM, Accenture, Strategy&). Good understanding of how to create a business case. Experience in customer journey mapping and working with customer experience data (research and insight) to identify innovative opportunities that enhance customer experiences and create value for the company. Track record of initial idea creation through to delivery, demonstrating strong project management skills, running pilots, and launching initiatives. 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 to move forward. For a chat and more information, please contact me at: Colin Doree Head of Recruitment, Marketing, Digital & Data Blue Pelican 01892 507122
#J-18808-Ljbffr
Central London Working set up : Hybrid, 2 days in office a week Salary:
£50,000 to £60,000 (experience dependent) plus benefits Please note, this role is not a customer service oriented role You’ll be joining a team responsible for innovation in experience design for a powerhouse of a luxury retail brand. It’s global customer strategy, looking for opportunities to enhance the customer’s experience, no matter the channel. By enriching what they know about them. By innovating in how they serve them through technology. Or by engaging with technology a different way which gives the customer a best in class experience. You’ll be working with customer journey maps to identify pain points across the journeys. Working with teams to come up with ideas which could potentially either close gaps within that experience, or come up with solutions which could significantly improve upon the experience of customers, which also brings with it a benefit for the company too. These solutions could be made up of: technology led solutions complete overhauls of current journeys and experiences creation of completely new propositions Some projects this team have looked into in the past have included: Scoping out a global loyalty programme – defining the opportunity, its look and feel for their customer base, and identifying the best tech vendors. Enriching customer lifestyle data in innovative ways to provide deeper insights for customer profiling. Utilisation of AI solutions at scale within mobile channels like Whatsapp, while maintaining a VIP experience. The team focuses on enhancing CSAT and NPS scores, as well as metrics like repeat purchase intent, loyalty, and commercial results. You’ll own a series of projects and their roadmaps of development into the pilot stage, typically 2 to 3 at a time; starting from the very beginning with the data – bringing together a clear understanding of the customer pain point, the market opportunity, and competitive landscape. Creating the opportunity by refining ideas into potential solutions that deliver value for both the company and customer. Translating this into commercial business cases, which may require sourcing external vendors to partner with. Pulling together the pilot will involve collaboration with various internal teams. You will oversee the testing phase to determine if the opportunity has true value for a full roll out. Not every project will succeed; some may be paused in favor of other priorities due to limited returns. In such cases, you will move on to the next project with renewed optimism. The team you’ll be joining is relatively small, but is part of a wider customer experience function that includes customer insight, data science, and CRM. Collaboration is key, and you’ll be part of a high-performing, close-knit team based in the UK HQ in London. Experience Needed: Customer strategy experience, ideally from a management consulting background (e.g., IBM, Accenture, Strategy&). Good understanding of how to create a business case. Experience in customer journey mapping and working with customer experience data (research and insight) to identify innovative opportunities that enhance customer experiences and create value for the company. Track record of initial idea creation through to delivery, demonstrating strong project management skills, running pilots, and launching initiatives. 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 to move forward. For a chat and more information, please contact me at: Colin Doree Head of Recruitment, Marketing, Digital & Data Blue Pelican 01892 507122
#J-18808-Ljbffr
