Working with an established and successful national business you will lead on their Customer Experience Project. This in-depth project will form the basis of a wider change programme for culture, employer branding and customer experience change projects.  

Looking at both employee and customer experience you will create full process maps and analyse the performance across all departments. Designing and collecting your own data set you will use this in conjunction with market data and customer demographics to draw conclusions on customer and business needs. You should be confident and experienced in producing insightful MI and reports to be used in the strategic planning of customer experience, employee and employer brand programmes.

Fully mapping the customer journey you will have the sensitivity and creativity to get under the skin of the business and understand how they achieve the success they do. Using this process map you will develop and suggest business efficiency improvements and feed into the Marcomms team to develop internal and external communications strategies and the HR team on the values and culture project.

You will need excellent data analysis experience ideally within a customer experience lead environment. Experience of customer journey mapping is essential. Business improvement and change management experience would be highly valuable as would the ability to work collaboratively with senior stakeholders on large scale projects.   

This is a truly exciting time to join a significant change programme in game changing role! Salary is negotiable and phase one of the project is scheduled in 6 months initially. For more information, including time scales, please contact Verity Stokes on 0121 6334443 or email v.stokes@katiebard.com.