CX Proposition Innovation Manager

CX Proposition Innovation ManagerLocation: Central London Working set up: Hybrid, 2 days in office a week Salary: £50,000 to £55,000 (experience dependent) plus benefits

You’ll be joining a team responsible for the customer experience strategy behind a global luxury retail powerhouse.

What this translates to, is looking for opportunities within existing customer journeys and experiences, creating improvements to the customer experience through the introduction of new innovations. These could be:

• via technology led solutions
• through complete overhauls of current journeys and experiences
• through the creation of completely new propositions

The output is centred on driving enhancements to both CSAT and NPS scores, as well as initiatives which drive repeat purchase intent, loyalty and bottom-line commercial results too.

It’s essentially an innovation hub. Utilising what they know about the customer at both a regional and global level, to identify opportunities within the array of potential journeys a customer can take and creating moments of WOW.

As the Customer Experience Strategy & Innovation Manager, you’ll own your own roadmap of projects, typically 2 to 3 at a time; starting from the ideation and what you understand of the customer as well as wider marketplace. Where the pain points lie in customer journeys, and coming up with ideas to help solve them.

Translating these into commercial business cases, which may include sourcing vendors. Pulling together pilots, which will involve working with lots of different internal teams to get things together. Overseeing the projects with a view to getting things scaled up and rolled out globally.

At point of roll out is where projects will move out of your control and take on a life of their own, as they become adopted by regional teams and pushed into GTM plans.

This is a role which will require a decent degree of resilience, as not everything you touch will turn to gold. There are occasions projects will look promising, but end up being paused in favour of other priorities.

In which case, it’s onto the next project with hopes high of a success.

Some projects this team have looked into in the past have included:

• Scoping out a global loyalty programme – what was the opportunity? How should it look and feel for the dynamics of their customer base? Who would be the best tech vendors, etc?
• How would you enrich customer lifestyle data in new and innovative ways to help enrich customer understanding? Going beyond just preferences, and getting deeper insights to help profile customers in more meaningful ways – how could that be gamified?
• How can new mobile platforms be used in VIP customer service channels at scale, yet maintain the VIP experience? So adoption of AI tools, and how and where they could be used, over what mediums, and for what goals and benefits in the customer journeys?

The team you’ll be joining is relatively small, but that’s only because the global functions are principally strategy led teams. Operations are taken care of at regional levels, and those teams are typically much larger. It’s also part of a wider customer experience matrix which takes care of customer insight, data science and CRM as well. So you’ll be in good company, and they’re all principally based in the UK HQ in London.

Experience Needed:

• Proposition development experience – putting the customer at the centre of thinking and coming up with clever ideas which connect to those needs and interests.
• Experience customer journey mapping and working with customer experience data (research and insight), leveraging it to identify innovative opportunities which enhance customer experiences as well as create value for a company
• You know how to create a business case and how to present it
• You’ve gained experience in the above within a consumer facing industry – retail, telco, luxury goods. Or have similar experience from a management consultancy environment
• Track record of initial idea creation through to delivery, with good evidence of project management skills, running pilots and getting things off the ground.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin DoreeHead of Recruitment, Marketing, Digital & DataBlue Pelican