Head of Customer Transformation

Salary:
£78,000.00 - £90,000.00 Per year
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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
Job Description
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/paternity/adoption pay
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.