Customer Experience Improvement Lead

Currys PLC; City of Westminster; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading electronics retailer seeks a Customer Experience Improvement Lead to drive transformation by leveraging insights and enhancing customer journeys. The ideal candidate has experience in CX mapping, strong collaborative skills, and the ability to influence at senior levels, contributing to improved customer satisfaction and business growth. This hybrid role offers benefits like private medical insurance and generous annual leave.

Benefits

25 days of annual leave plus bank holidays

Private Medical Insurance

Life Assurance

Colleague discounts on tech products

Access to Wellbeing programs

Hybrid working model

Qualifications

• Proven success in customer experience journey mapping.
• Strong collaboration skills to engage others in change.
• Commercial awareness and strategic thinking.

Responsibilities

• Understand drivers of customer pain to improve experience.
• Collaborate to identify pain points in customer journeys.
• Use insights to enhance customer experience metrics.

Skills

CX journey mapping

Collaboration

Problem-solving

Commercial awareness

Data-driven insights

Experience in retail or telco

Job description

Customer Experience Improvement Lead

At Currys, we're committed to delivering exceptional customer experiences through a dedicated team of 25,000 colleagues. As Europe's largest electricals retailer, we operate an omni-channel business, offering customers the opportunity to explore and purchase technology both in-store and online. We are embarking on a major Customer First transformation to enhance retail fundamentals, making Currys easier to shop, improving the customer experience, and winning more customers for life.

Role Overview

The Customer Experience Improvement Lead will be part of the Experience Improvement team within Customer Strategy. This role involves leveraging Customer Experience insights, research, and market data to design customer journeys that eliminate pain points, increase NPS and customer satisfaction (cSat), and drive profitable growth.

Key Responsibilities

1. Deeply understand the key drivers of customer pain and collaborate across functions to reduce these pain points, enhancing the customer experience profitably.
2. Partner with the Customer Research and Experience Insight team to identify pain points across key customer journey touchpoints.
3. Use insights to work with touchpoint owners, developing joint improvement plans to enhance customer experience and improve metrics like NPS and cSat.
4. Collaborate with channel teams to implement and execute improvement plans.
5. Deliver specific customer journey improvements, particularly within the 'Ease to Shop' pillar of Customer First.
6. Utilize customer data to tell compelling stories about current issues and necessary improvements across customer journeys.
7. Work with stakeholders on end-to-end journey enhancements (e.g., queuing, home delivery, order & collect) that promote better experiences and profitable growth in key customer segments.

Stakeholder and Relationship Management

1. Build strong relationships across the business to drive action through insights, influencing decisions at senior levels.
2. Act as the company's conscience on customer strategy and CX improvements, highlighting current realities to inspire smarter actions.
3. Influence teams and decision-makers, driving changes in processes and activating insights to generate value from data.
4. Collaborate across teams such as Retail, Digital, Supply Chain, Experience Insight, and Customer Analytics to activate recommendations.

Additional Skills and Experience

• Proven success in CX journey mapping and improvement projects.
• Strong collaboration skills, recognizing that change depends on engaging others.
• Excellent problem-solving abilities, capable of helping groups understand issues and identify innovative solutions.
• Commercial awareness and strategic thinking.
• Ability to articulate data-driven insights and develop actionable recommendations.
• Experience working with senior leadership and data analytics teams.
• Experience in CX improvement within Retail or Telco sectors.
• Professional CX qualifications are advantageous but not mandatory.

Benefits

• 25 days of annual leave plus bank holidays
• Private Medical Insurance
• Life Assurance
• Colleague discounts on Tech products and services
• Access to Wellbeing programs
• Hybrid working model (meet in person 2-4 times per month)