Head of Customer Transformation

Sovereign Network Group; Basingstoke; Hybrid; GBP 78,000 - 90,000; Full time

Job summary

Sovereign Network Group (SNG) is hiring a Head of Customer Transformation to shape end-to-end omnichannel journeys and drive a best-in-class customer experience. The role is based in Basingstoke with hybrid working and occasional travel to other sites.

You will report to the Customer Transformation Director and lead a team to design, implement and optimise journeys, analytics and digital channels, embedding a customer-centric culture across the organisation.

Qualifications

• Experience in a senior customer experience or transformation role.
• Experience in a complex, multi-touchpoint organisation.
• Ability to lead teams and drive change.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead omnichannel customer journey design across the organisation.
• Act as project sponsor for business case development and benefits realization.
• Set standards for customer journey mapping and service design.
• Develop journey analytics and integrate key systems (D365, CRM).
• Drive migration to digital and self-service channels.
• Identify opportunities for automation and AI.
• Lead the Customer Transformation team with a culture of high performance.

Skills

Service design

Change leadership

Stakeholder management

Project management (Agile)

Communication

Decision making

Digital UX basics

Workshop facilitation

Tools

Dynamics 365

CRM systems

Job description

Salary: £78,000.00 - £90,000.00 Per year

We 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 role Reporting 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

• 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 teams.
• Acting 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 design.
• Setting the standard and application for customer journey mapping for the organisation to embed a customer-centred approach to service design.
• Creating 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 services.
• Developing 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 systems.
• Driving the migration of appropriate customer interactions towards digital and self-service channels while ensuring inclusive access for vulnerable customers.
• Identifying, evaluating and implementing opportunities for automation, AI and emerging technologies to improve customer outcomes, colleague productivity and organisational efficiency.
• Leading 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 making.
• Managing the Customer Transformation team with a focus on articulating a clear vision, providing direction, and developing a culture of accountability, high performance, and continuous improvement.

What we’re looking for

You 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 journeys.
• Ability to work within an ambiguous environment and lead teams through change.
• Ability to influence and build relationships at all levels across the organisation.
• Excellent awareness of Project Management skills and methodologies (including Agile) with the ability to balance multiple projects and to judge priorities while ensuring accurate outputs.
• Strong communication skills, including an ability to offer and receive challenge in a constructive, straightforward, and open manner.
• Sound decision making and critical thinking skills.
• Knowledge of Digital Experience and User Experience, including Conversion Rate Optimisation and Journey Analytics is desirable.
• Strong facilitation and workshop management skills to enable effective customer journey mapping.

Job Description

We 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 package.
• 3 additional wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and Life cover at 4x salary.
• Enhanced maternity/paternity/adoption pay.
• Options for private medical insurance, dental insurance and critical illness cover.
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service.

At 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.

Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations.

We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year.

Working for us is so much more than just a job. Whatever your role, you'll help us provide homes and services for those who need them - and make a real difference to people’s lives.