Head of Customer Transformation

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 include:

• 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