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? 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 could that be gamified?
• Utilisation of AI solutions at scale within mobile channels like Whatsapp. Maintaining the VIP experience without it becoming a customer service channel.

What gets created is centred on enhancing both CSAT and NPS scores, as well as things like repeat purchase intent, loyalty and bottom-line commercial results too (sales volumes and values, etc).

The team is essentially an innovation hub. Utilising what they know about the customer at both a regional and global level, to identify opportunities within the array of potential journeys a customer can take and creating moments of WOW.

You’ll own a series of projects and their roadmaps of development into the pilot stage, typically 2 to 3 at a time; starting right 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 sweating the ideas to bring into focus a potential solution which has the best potential value for both the company and customer.

Translating this into a commercial business cases, which may require sourcing external vendors to partner with.

Pulling together the pilot, which will involve working with lots of different internal teams to get things together. Overseeing the testing phase and proving if the opportunity has true vale and merit for a full roll out.

Not everything you touch will turn to gold. There are occasions projects will look promising on paper, but after being explored, end up being paused in favour of other priorities du to limited returns. In which case, it’s onto the next project with hopes high of a success.

The team you’ll be joining is relatively small, but is part of a wider customer experience matrix function which takes care of customer insight, data science and CRM as well. All work very closely together and this role will leverage a lot of their respective work to support with data and insight. So collaboration is key, and it’s a very high performing, close knit team who work well together. So you’ll be in good company, and they’re all principally based in the UK HQ in London.

Experience Needed:

• Customer strategy experience, ideally from a management consulting background – e.g. IBM, Accenture, Strategy& type of business, etc.
• Have a good understanding around how to create a business case
• Experience customer journey mapping and working with customer experience data (research and insight), leveraging it to identify innovative opportunities which enhance customer experiences as well as create value for a company
• 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