Chief Customer Experience & Transformation Lead

Sovereign Network Group; Basingstoke; Hybrid; GBP 78,000 - 90,000; Full time

Job summary

Sovereign Network Group (SNG) is hiring a Head of Customer Transformation to shape end-to-end omnichannel journeys and drive a best-in-class customer experience. The role is based in Basingstoke with hybrid working and occasional travel to other sites.

You will report to the Customer Transformation Director and lead a team to design, implement and optimise journeys, analytics and digital channels, embedding a customer-centric culture across the organisation.

Qualifications

• Experience in a senior customer experience or transformation role.
• Experience in a complex, multi-touchpoint organisation.
• Ability to lead teams and drive change.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead omnichannel customer journey design across the organisation.
• Act as project sponsor for business case development and benefits realization.
• Set standards for customer journey mapping and service design.
• Develop journey analytics and integrate key systems (D365, CRM).
• Drive migration to digital and self-service channels.
• Identify opportunities for automation and AI.
• Lead the Customer Transformation team with a culture of high performance.

Skills

Service design

Change leadership

Stakeholder management

Project management (Agile)

Communication

Decision making

Digital UX basics

Workshop facilitation

Tools

Dynamics 365

CRM systems

Job description

Sovereign Network Group (SNG) is hiring a Head of Customer Transformation to shape end-to-end omnichannel journeys and drive a best-in-class customer experience. The role is based in Basingstoke with hybrid working and occasional travel to other sites.

You will report to the Customer Transformation Director and lead a team to design, implement and optimise journeys, analytics and digital channels, embedding a customer-centric culture across the organisation.