Overview

Permanent

From £90,000 + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working

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 business with everything it takes to help our customers create a home they love. Join us as a Head of Customer Experience & Proposition and be a key part of this mission.

Role Purpose: As the Head of Customer Experience & Proposition, you will define customer experience standards at B&Q and develop a roadmap to achieve this vision. You will drive business growth by identifying and delivering opportunities to enhance the customer experience through a deep understanding of customer needs and journeys. This role is crucial in reducing customer effort, increasing loyalty, and embedding customer-centric strategies across B&Q.

What's the job?

Key Accountabilities / Responsibilities

Customer Experience Optimisation

• Lead the valuation of CX initiatives to demonstrate their benefits clearly.
• Collaborate with the Insight team to monitor customer experience metrics and ensure customer voices are heard and acted upon.
• Manage the customer pain point register with input from Customer Services.
• Lead root cause analysis for key pain points and work cross-functionally to implement tactical and strategic solutions with clear action plans.

Customer Propositions

• Maintain a catalog of all customer journeys and propositions, including their performance and review cycles.
• Act as the architect for customer propositions, supporting business owners.
• Design and develop new cross-channel customer propositions aligned with customer needs.
• Maintain a comprehensive understanding of all customer propositions across the business.

Customer Journey Framework

• Establish the Customer Journey framework, including stages, master journeys, and mapping methodologies.
• Map customer journeys across the business for new and existing missions, creating tools to embed CX principles into daily operations.

Governing Customer Experience

• Oversee all major changes to ensure they deliver value to the customer and align with the company's vision.

Customer Centric Culture

• Drive a customer-centric culture across all functions.
• Influence stakeholders to adopt and implement customer-focused changes.
• Stay informed of external market developments to bring a market-leading perspective to CX evolution.

What We Need

Required Skills & Experience:

• Extensive experience in developing customer-focused propositions and translating them into change roadmaps.
• Proficiency in customer journey mapping.
• Excellent communication skills to advocate for change across the organization.
• Proven track record of delivering impactful customer change across digital and physical channels.
• Strong analytical skills to interpret multiple data sources for decision-making.
• Patience and prioritization skills to manage workload effectively.
• Advanced stakeholder management and influencing skills.
• Experience in managing teams and fostering high performance.

What's in it for me?

Join a valued team where diversity and inclusion are prioritized. We offer a range of benefits including an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, and wellbeing benefits. We support you through the application process with adjustments as needed.