CX Strategy Lead job

Co-op view
CX Strategy Lead
  • £95,000.00 annum
  • Fixed Term Contract
  • Posted: 5 months ago
  • Manchester, Greater Manchester, United Kingdom
  • 1 vacancies
  • Expires on: 07-12-2020
Job Description

CX Strategy Lead
Up to £95,000 plus excellent benefits (Grade C20)
12-month fixed-term contract
Manchester city centre, with flexible working options available

We’re looking for a customer experience (CX) strategy lead to join us and help us deliver commercial and community value through personalised products and communications. Co-op is changing. We’re investing in our business and capability to create more value to our customers, members and communities. We’re developing a new data and loyalty centre of excellence, bringing membership, CRM and customer experience together to make sure that we deliver customer value informed by member behaviours, needs and practices. 

As CX strategy lead, we’ll look to you to design and grow a coherent omnichannel customer experience across Co-op. You'll create CX strategies that solve fundamental problems for our customers whilst creating a competitive advantage for Co-op. You’ll be responsible for setting up and leading our new CX function. Working in an agile and collaborative way, you'll bring people together as multidisciplinary teams. It’s a big job. But when we get it right the benefits for our members, customers and communities are huge.

What you’ll do

•    create a strategic vision for a compelling customer experience across Co-op
•    lead, mentor and develop colleagues to improve customer experience across the end-to-end customer journeys
•    plan, track and optimise omnichannel experiences, working closely with the different business units to ensure there is a coherent approach
•    work closely with data and insights teams to inform and support customer experience strategy
•    drive a culture of continuous improvement, agile and collaborative ways of working
•    develop plans to improve performance across the customer journeys, using data to find opportunities to adapt and improve 
•    build relationships and work collaboratively with key partners across brand, marketing, communications, data, strategy, technology and digital product and design to deliver a holistic customer experience 
•    set targets and monitor performance in relation to customer satisfaction, retention and life-time value

Why Co-op? 

As a Co-op colleague you’ll do work that matters in an organisation where principles are just as important as profits. You’ll also get a package that includes:

•    a competitive salary
•    a car allowance or company car
•    private health cover
•    an annual incentive scheme 
•    28 days holiday (rising to 32 in line with service)
•    discounts on Co-op products and services
•    a pension with up to 10% employer contributions


This role would suit people who have

•    substantial experience connecting brand, design, communications and marketing into a cohesive customer experience
•    a proven track record of leading strategic and future-focused design work at senior level
•    great leadership skills, with experience leading and coaching cross-functional multidisciplinary teams
•    strong critical and strategic thinking skills, to ensure we’re focused on solving fundamental problems
•    practical experience of doing service design and design thinking
•    excellent communication and influencing skills, with a talent for building positive relationships with partners and leaders across the business
•    strong analytical skills, with experience of setting, tracking and reviewing key targets and metrics
•    a broad understanding of research, insights, measuring and analysing the performance of the customer experience

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