Customer Experience Transformation Lead

Mamas & Papas; Huddersfield; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

33 days holiday

Staff discounts

Company bonus

Pension from day 1

Health & insurance

Flexible/Hybrid working

Job summary

Mamas & Papas is seeking a Customer Experience Transformation Lead to own the end-to-end customer journey across retail, digital and care touchpoints. You will champion the voice of the customer and drive a customer-first agenda across teams.

Based at our Huddersfield Head Office with at least two days on site and travel to stores nationwide, you will shape omnichannel strategies for buying, registries and post-purchase experiences to boost engagement and growth.

Qualifications

• Champions the voice of the customer across the organisation.
• Shapes customer-centric decision making from insight.

Responsibilities

• Own the customer experience agenda across retail, digital and care touchpoints.
• Identify friction points and design solutions to remove them.
• Embed a customer-first mindset throughout the organisation.
• Collaborate with retail, digital, customer care, marketing, product and commercial teams.

Skills

Customer experience strategy

Cross-functional leadership

Voice of the customer

Omnichannel experience

Tools

Stakeholder management

Job description

Overview

Reporting directly to the COO/CEO, this unique cross functional role will own the parent and customer experience agenda for Mamas & Papas, shaping how we support expectant and new parents through the moments that matter most.

As a business, we are committed to becoming truly customer centric, ensuring every decision we make starts with understanding the needs, concerns and aspirations of parents. This role will champion the voice of the customer across the organisation, breaking down functional silos and ensuring that retail, digital, customer care, marketing, product and commercial teams work together to deliver a seamless, consistent and exceptional experience.

"Buying for Baby" is one of our top transformation missions, creating a unique end-to-end experience that helps expectant parents confidently navigate one of the most important purchasing decisions they will ever make. Beyond this, the role will expand into adjacent customer moments including Baby Lists, Registries, Gift Lists, Gifting, Post-Purchase Support and other key parent journeys, building a connected ecosystem of experiences that strengthens customer engagement and lifetime value. This Customer Experience Transformation Lead position is a high-profile, influential role that combines customer insight, strategic vision, entrepreneurial flair and commercial execution. You will be responsible for identifying friction points across the customer journey, designing innovative solutions, and embedding a customer‑first mindset throughout the organisation.

Your challenge is to create world class, seamless omnichannel experiences spanning retail, digital and customer care touchpoints that not only drive significant incremental revenue and customer loyalty, but also establish Mamas & Papas as the most trusted and customer centric parenting brand in our markets. By deeply understanding parents and continuously improving how we serve them, you will help build a platform for future UK and international growth.

Note: This full-time role will be based a minimum of 2 days a weeks at our Huddersfield, West Yorkshire Head Office (HD5 0RH), with travel to nationwide UK and Rupublic or Ireland stores.

We're a business that cares. Here's just some of our benefits on offer;

• 33 days holiday, increasing up to 40 with service.
• Buy & Sell holiday schemes
• Company Bonus Schemes
• Employer pension contribution from day 1 enrolment.
• Significant staff discounts for family & friends from our shops & online
• Ongoing offers & discounts across a variety of external organisations, from holidays, travel, restaurants, gifts & services to many more worthy discounts through our Benefits Hub
• Subsidised health & critical illness cover and insurances
• Supportive family related leave policies (including company enhanced pay for maternity, IVF & Fertility, surrogacy, paternity, adoption, shared parental leave)
• Supportive Foster Care & Carers Leave offering
• Support for Loss and Bereavement
• A Menopause Friendly Employer
• Employee Recognition and Appreciation Schemes
• At Mamas & Papas, we’re a business for the future. Every day, we help to welcome a new generation of children into the world, and we want them to grow up in a world that’s sustainable – one that’s full of opportunity and hope.

...Oh, and a great bunch of people to work with too.

We also operate at Head Office

• Hybrid flexi office working with 2 days working from home
• Flexi-time schemes based around core working hours whether in the office, or working from home
• Plus, free car parking, Prayer & Contemplation room, subsidised canteen, free tea & coffee, Games & TV rooms & much more.

(NB*: All benefits subject to individual schemes criteria & terms)