Chief Omnichannel Transformation Architect

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

Benefits offered by this job

25 days holiday

Pension up to 12%

Life cover 4x salary

Private medical insurance

Gym membership

Virtual GP

Volunteer days

Job summary

Sovereign Network Group (SNG) is hiring a Head of Customer Transformation to shape the omnichannel customer journey strategy from our Basingstoke offices. The role combines hybrid working with occasional travel, reporting to the Customer Transformation Director.

You will lead the design and analytics of customer journeys, drive digital adoption, and ensure outcomes are aligned with the corporate plan. Strong PM, agile, and stakeholder skills are essential for success.

Qualifications

• Senior role in customer experience or transformation in a complex org.
• Experience leading on omnichannel customer journeys.
• Proven ability to run cross-functional projects with agile methodologies.
• Strong stakeholder engagement and influencing skills.
• Data-led decision making and journey analytics experience.

Responsibilities

• Lead the design of the omnichannel approach across the organisation with cross-functional teams.
• Act as project sponsor for the transformation programme and manage business case development.
• Set standards for customer journey mapping and embed customer-centred service design.
• Develop customer journey and lifecycle architectures aligned with process architecture.
• Drive migration to digital and self-service channels with inclusive access.
• Lead segmentation, personas and behavioural analytics to tailor services.
• Manage the Customer Transformation team with clear vision and high performance.

Skills

Service design

Change leadership

Stakeholder management

Project Management (Agile)

Communication

Decision making & critical thinking

Digital UX & journey analytics

Facilitation & workshop skills

Tools

Dynamics 365

Customer Service Platform

Housing & Property systems

Job description

Sovereign Network Group (SNG) is hiring a Head of Customer Transformation to shape the omnichannel customer journey strategy from our Basingstoke offices. The role combines hybrid working with occasional travel, reporting to the Customer Transformation Director.

You will lead the design and analytics of customer journeys, drive digital adoption, and ensure outcomes are aligned with the corporate plan. Strong PM, agile, and stakeholder skills are essential for success.