Customer Experience - Change manager

DS Smith; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading provider of sustainable fibre-based packaging, DS Smith is seeking a CX Change Manager to drive its customer experience transformation. This role is pivotal in shaping internal and external activities, necessitating substantial experience in transformational programs while leveraging change management tools in a dynamic B2B environment. The position is hybrid, requiring presence in London two days a week.

Benefits

Discretionary bonus

Pension scheme

Private medical insurance

Employee Assistance Programme

Employee Discounts

Cycle to work scheme

Qualifications

• Significant experience in transformational programmes within large organizations.
• Experience in complex, international, matrix organizations, preferably in a B2B environment.
• Knowledge of change management methods and tools.

Responsibilities

• Lead change management strategy for the CX transformation.
• Develop and execute change strategies and stakeholder engagement.
• Utilize digital tools for effective communication and engagement.

Skills

Change management

Stakeholder engagement

Communication

Business acumen

Job description

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Customer Experience - Change manager, London

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Client:

DS Smith

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

0f20755b5cc1

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

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Job Description:

About us

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our purpose of ‘Redefining Packaging for a Changing World’ and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions.

About the role

We are currently embarking on a customer experience transformation journey. An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future.

Our aim is simple – to become our customers` partner of choice by enhancing their experience and gaining their loyalty. To do this we require a CX Change Manager to help lead this global transformation.

Your remit will include but not limited to:

Lead the change management strategy and agenda for the CX transformation whilst ensuring alignment to other strategic objectives

Lead change management projects or change management and stakeholder engagement workstreams in CX projects

Create a change strategy that is targeted and phased. And you will build a network across the markets to deliver it effectively

Utilise experience to lead and support the entire change journey from sparking the change to execution and embedding it in business

Work closely with relevant functions to deliver change enablers, like HR, IT and internal communication

Leverage digital tools to reach a wide audience and encourage two-way engagement

Leverage HR cycles and tools to embed new ways of working

Define the language and definitions used in the transformation together with the targeted internal stakeholders and aligned to corporate frameworks.

Develop a communications strategy to bring customers to life in every part of the organization

Understand in detail the DS Smith stakeholder landscape and ensure that the right stakeholders are involved in all the right CX Projects.

About you

Significant experience driving transformational programmes in large organisations that impact all levels, on customer centricity, digitalisation, or innovation topics

Experience in a complex, international, matrix organisation, preferably in a B2B environment

Demonstrable knowledge in a broad variety of change management methods and tools. Familiar with project management approaches, tools and phases of the project life cycle

Ability to work at a high-level change management agenda as well as get down to developing detailed content and messaging

Exceptional communications skills and ability to influence multiple stakeholders to drive change at different levels

Strong business acumen, adaptability and understanding of organisational issues and challenges

Discretionary bonus

Pension scheme, life assurance and income protection

Private medical insurance

Salary sacrifice electric car scheme

Employee Assistance Programme

Employee Discounts

Cycle to work scheme

Location: London/Hybrid (2 days per week working in our Paddington office)