Head of Customer Transformation

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

Salary:£78,000.00 - £90,000.00 Per yearWe have a fantastic opportunity to join Sovereign Network Group (SNG) as Head of Customer Transformation . SNG’s new corporate plan sets out our goal and ambitious plans to deliver the best customer experience for our customers and one which stands out from other organisations. This role is responsible for influencing and developing a great customer experience by leading on the design, implementation and architecture of end-to-end omnichannel customer journeys.Based from our offices in Basingstoke , you’ll combine home and office working in line with our hybrid approach. There will be some travel to other sites, so you should be happy to travel and have access to transport.The roleReporting to our Customer Transformation Director, you’ll be responsible for supporting the delivery of SNG’s corporate plan, embedding our customer experience strategy and influencing project activity, ensuring focus on customer experience throughout, as we aim to digitalise customer journey’s and further understand future improvements that can be made.Key Responsibilities include:Leading on the design of the omnichannel approach across the organisation through collaboration with managers, subject matter experts, Solution Architects, Process Managers as well as wider customer teamsActing as project sponsor as part of the transformation programme, being accountable for business case development, the project success, cross project collaboration, benefit realisation and building out of the customer experience designSetting the standard and application for customer journey mapping for the organisation to embed a customer-centred approach to service designCreating a customer journey and lifecycle architecture for the organisation, which is closely aligned to the process architecture and facilitates the mapping of journeys across all servicesDeveloping and enabling customer journey analytics, ensuring seamless integration between the required customer systems including the Customer Service Platform, Dynamics 365 and the core Housing and Property systemsDriving the migration of appropriate customer interactions towards digital and self-service channels while ensuring inclusive access for vulnerable customersIdentifying, evaluating and implementing opportunities for automation, AI and emerging technologies to improve customer outcomes, colleague productivity and organisational efficiencyLeading the development and application of segmentation, personas and behavioural analytics to drive personalised services, improve digital adoption, reduce customer effort and inform service and transformation priorities through data-led decision makingManaging the Customer Transformation team with a focus on articulating a clear vision, providing direction, and developing a culture of accountability, high performance, and continuous improvementWhat we’re looking forYou should have experience in a similar senior role within customer experience or customer transformation, ideally from a similar sized and complex organisation with multiple customer touchpoints. You’ll also need:In-depth knowledge of service design including the development of offline and online journeysAbility to work within an ambiguous environment and lead teams through changeAbility to influence and build relationships at all levels across the organisationExcellent awareness of Project Management skills and methodologies (including Agile) with the ability to balance multiple projects and to judge priorities while ensuring accurate outputsStrong communication skills, including an ability to offer and receive challenge in a constructive, straightforward, and open mannerSound decision making and critical thinking skillsKnowledge of Digital Experience and User Experience, including Conversion Rate Optimisation and Journey Analytics is desirableStrong facilitation and workshop management skills to enable effective customer journey mappingJob DescriptionWe have some great benefits at SNG, including:25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)Chance to buy or sell holiday as part of our flexible benefits package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.