Senior Customer Experience Design & Development Manager - Digital

Dixons Carphone / Marketing CRM and Digital Marketing

Job Number: DC-SF03704

Location: Acton

Contract: Full Time / Permanent

Description

The Senior Customer Experience Design and Development Manager will be responsible for designing, developing and driving implementation of a best in class omnichannel Customer Experience for the Services Business.  Your main focus will be the development of customer journeys shaped by the brand blueprint, insight and business goals. This role is crucial for the development and improvement of a seamless, future proof, branded experience for customers and colleagues.  Our ambition is that every customer that comes into contact with Services will have a positive experience across all channels and touch points in their journey.

 

Key responsibilities:

  • Using the Branded Customer Experience blueprint, map journeys across all touch points and channels. This will include ‘as is’,  ‘to be’ macro, micro, life cycle and customer mission type journeys to deliver a best in class experience
  • Design journey maps to meet the rational/functional and emotional needs of customers
  • Design the customer experience from in-depth understanding of customer, colleague, competitor and trend insight
  • Design best practice digital and human customer experiences (including UX, format, behavioural design) for well-established channels as well as emerging ones in social media, Apps
  • Evaluate and quantify journey moments and opportunities for customer and commercial value creation e.g. increase in customer satisfaction, improved revenue per customer, reduced costs per interaction
  • Work with operational and business improvement teams to develop business cases to improve the customer experience that take a balanced view of both customer and commercial needs


Experience & skills required:

  • Significant Customer Journey mapping expertise and experience is a must and non-negotiable requirement
  • High impact individual with excellent interpersonal skills that has experience in effectively engaging and influencing multiple stakeholders across Partners, Services, Marketing, Commercial, Channels, IT and HR
  • Significant experience in managing stakeholder relationships effectively in a matrix style organisation
  • Experience of working in a fast moving environment where drive and resilience is needed to achieve results
  • Experience of driving major Customer Experience change initiatives

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.