Customer Proposition Development Manager

B&Q Limited; Eastleigh; Hybrid; GBP 62,000 - 75,000; Full time

Benefits offered by this job

Pension

ShareSave

PMI

Hybrid working (2 days in office)

6.6 weeks holiday

Job summary

B&Q Limited is seeking a Customer Proposition Development Manager at the Southampton Store Support Office. You will identify and shape customer propositions and end-to-end services to meet real customer needs while driving measurable business value.

You will combine customer insight and service design to create experiences that are desirable, viable and feasible, across stores, digital channels and the broader organisation.

Qualifications

• Proven experience delivering customer propositions and end-to-end services.
• Strong understanding of customer insight, market analysis and customer-centred decision making.
• Ability to translate customer needs into compelling propositions and service concepts.
• Commercially minded with balance between desirability, viability and feasibility.
• Experience designing end-to-end journeys across multiple channels.
• Skills in service design methodologies such as journey mapping and prototyping.
• Ability to identify root causes of pain points and design practical solutions.
• Experience turning customer needs into operational, process and technology requirements.

Responsibilities

• Own end-to-end customer journeys and future-state experiences across physical and digital channels.
• Apply service design methods including journey mapping, blueprinting, co-creation and prototyping.
• Identify pain points and opportunities for improvement and prioritise them.
• Design scalable services delivering consistent experiences across stores, digital channels and contact centre touchpoints.

Skills

Customer propositions

Service design

Journey mapping

Service blueprinting

Prototyping

Stakeholder management

Data-driven decision making

Communication skills

Tools

CSX front-door

Job description

Overview

Permanent

From £62,000 - £75,000+ Pension + PMI +ShareSave+ 6.6 weeks holiday+ Hybrid Working (2 days per week in the office)

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer and you’ll be a big part of this.

What's the job?

As Customer PropositionDevelopmentManager, you willbe responsible foridentifying,shapingand delivering customer propositions and end-to-end services that solve real customer needs whilst driving measurable business value.

You will combine customer insight, propositiondevelopmentand service design methodologies to create experiences that are:

• Desirable for customers

• Viable for the business

• Feasible operationally

• Scalable across B&Q andTradePoint

You will work across Customer, Retail, Digital, Technology, Operations, Customer Service, Supply Chain and Commercial teams to ensure that customer propositions are not only compelling but can be delivered consistently across every touchpoint.Acting as a champion for customer centricity, you will use service design techniques including journey mapping, service blueprinting, prototyping and experimentation to redesign customer experiences and remove key pain points across the end-to-end journey.

Key Accountabilities:

Customer Proposition

• Identifycustomer needs, pain points and growth opportunities using customer insight, behaviouraldataand market analysis.
• Develop customer propositions and service concepts that create value for customers while delivering measurable business outcomes.
• Definevalueproposition,customer benefits, commercialvalueand success measures.
• Prioritise opportunities using customer desirability, businessviabilityand operational feasibility.

Service Design & Journey Optimisation

• Own end-to-end customer journeys and design future-state experiences across physical and digital channels.
• Apply service design methodologies including journey mapping, service blueprinting, co-creation,prototypingand experimentation.
• Identifyand prioritise customer and colleague pain points, rootcausesand opportunities for improvement.
• Design services that are simple, scalable and deliver consistent experiences across stores, digital, contact centre touchpoints.
• Translate customer needs into clear operational, process, technology and delivery requirements.

Delivery, Governance & Continuous Improvement

• Lead cross-functional stakeholders to successfully deliver customer proposition and service improvements.
• Maintain governance, ownership and prioritisation of customer experience improvement initiativesusing CSX front-doorprocess.
• Utilisethe customer pain pointregister todrive CX roadmap andsuccessfully deliver proposition improvements.
• Champion customer centricity and continuous improvement across the organisation, ensuring solutions are embedded and sustainable

What we need:

• Proven experience developing customer propositions, services or experiences that deliver measurable customer and business value.
• Strong understanding of customer insight, market analysis and customer-centred decision making.
• Ability toidentifygrowth opportunities and translate customer needs into compelling propositions and service concepts.
• Commercially minded, balancing customer desirability, businessviabilityand operational feasibility.
• Proven experience designing and improving end-to-end customer journeys across multiple channels.
• Skilledin servicedesign methodologies including journey mapping, service blueprinting, co-creationand prototyping.
• Ability toidentifyroot causes of customer and colleague pain points and design practical solutions.
• Experience translating customer needs into operational, process,technologyand service requirements.
• Strong stakeholder management and influencing skills, with the ability to lead cross-functional change.
• Excellent communication,facilitationand presentation skills, including engagement with senior stakeholders.
• Strong analytical and problem-solving capability, using data and insight to support decision-making.

What's in it for me?

What's In It For You?

At B&Q, we're building more than great homes – we're building great careers.

When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.

Here's what you can expect:

Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.

Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.

Competitive Reward Package - A competitive salary, pension and a range of financial benefits.

Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.

Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.

Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.

A Place Where You Belong - We’re committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.

Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.

Eligibility To Work

Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.

Accessibility & Disability Confident

At B&Q, we’re committed to creating an inclusive recruitment experience for everyone.

If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.

If you would like to be considered under the Disability Confident Scheme, please contact us at [e-mail]. If you meet the minimum criteria for the role, we’ll consider your application in line with our Disability Confident commitments.