At a Glance
- Tasks: Shape and deliver customer propositions that enhance experiences and drive business value.
- Company: Join B&Q, a leading retail organisation committed to improving homes and careers.
- Benefits: Enjoy flexible working, competitive salary, career growth, and generous holiday entitlement.
- Other info: Opportunity for continuous improvement and cross-functional collaboration.
- Why this job: Make a real impact on customer experiences while working in a supportive and inclusive environment.
- Qualifications: Experience in developing customer propositions and strong analytical skills required.
The predicted salary is between 62000 - 75000 £ per year.
Overview
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 whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Customer and you’ll be a big part of this.
What’s the job?
As Customer Proposition Development Manager, you will be responsible for identifying, shaping and delivering customer propositions and end-to-end services that solve real customer needs whilst driving measurable business value. You will combine customer insight, proposition development and service design methodologies to create experiences that are:
- Desirable for customers
- Viable for the business
- Feasible operationally
- Scalable across B&Q and TradePoint
You will work across Customer, Retail, Digital, Technology, Operations, Customer Service, Supply Chain and Commercial teams to ensure that customer propositions are not only compelling but can be delivered consistently across every touchpoint. Acting as a champion for customer centricity, you will use service design techniques including journey mapping, service blueprinting, prototyping and experimentation to redesign customer experiences and remove key pain points across the end-to-end journey.
Key Accountabilities:
Customer Proposition
- Identify customer needs, pain points and growth opportunities using customer insight, behavioural data and market analysis.
- Develop customer propositions and service concepts that create value for customers while delivering measurable business outcomes.
- Define value proposition, customer benefits, commercial value and success measures.
- Prioritise opportunities using customer desirability, business viability and operational feasibility.
Service Design & Journey Optimisation
- Own end-to-end customer journeys and design future-state experiences across physical and digital channels.
- Apply service design methodologies including journey mapping, service blueprinting, co-creation, prototyping and experimentation.
- Identify and prioritise customer and colleague pain points, root causes and opportunities for improvement.
- Design services that are simple, scalable and deliver consistent experiences across stores, digital, contact centre touchpoints.
- Translate customer needs into clear operational, process, technology and delivery requirements.
Delivery, Governance & Continuous Improvement
- Lead cross-functional stakeholders to successfully deliver customer proposition and service improvements.
- Maintain governance, ownership and prioritisation of customer experience improvement initiatives using CSX front-door process.
- Utilise the customer pain point register to drive CX roadmap and successfully deliver proposition improvements.
- Champion customer centricity and continuous improvement across the organisation, ensuring solutions are embedded and sustainable.
What we need:
- Proven experience developing customer propositions, services or experiences that deliver measurable customer and business value.
- Strong understanding of customer insight, market analysis and customer-centred decision making.
- Ability to identify growth opportunities and translate customer needs into compelling propositions and service concepts.
- Commercially minded, balancing customer desirability, business viability and operational feasibility.
- Proven experience designing and improving end-to-end customer journeys across multiple channels.
- Skilled in service design methodologies including journey mapping, service blueprinting, co-creation and prototyping.
- Ability to identify root causes of customer and colleague pain points and design practical solutions.
- Experience translating customer needs into operational, process, technology and service requirements.
- Strong stakeholder management and influencing skills, with the ability to lead cross-functional change.
- Excellent communication, facilitation and presentation skills, including engagement with senior stakeholders.
- Strong analytical and problem-solving capability, using data and insight to support decision-making.
What’s in it for me?
At B&Q, we’re building more than great homes – we’re building great careers. When you join us, you’ll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.
Here’s what you can expect:
- Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
- Career Growth & Development - Access learning, development and career opportunities across one of the UK’s leading retail organisations.
- Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
- Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
- Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
- Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
- A Place Where You Belong - We’re committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
- Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.
Eligibility To Work
Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.
Accessibility & Disability Confident
At B&Q, we’re committed to creating an inclusive recruitment experience for everyone. If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know. If you would like to be considered under the Disability Confident Scheme, please contact us at recruitment@b-and-q.co.uk. If you meet the minimum criteria for the role, we’ll consider your application in line with our Disability Confident commitments.
Locations
Customer Proposition Development Manager in Eastleigh, Hampshire employer: B&q
B&Q Stirling is an excellent employer that prioritises both customer satisfaction and employee well-being. With competitive pay, an award-winning pension scheme, and generous holiday allowances, we foster a supportive work culture that encourages growth and teamwork. Join us in creating a positive shopping experience while developing your skills in a dynamic retail environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Proposition Development Manager in Eastleigh, Hampshire
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at B&q. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like B&q before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Proposition Development Manager in Eastleigh, Hampshire
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to B&q:Your cover letter is your chance to shine! Tell us why you want to work at B&q specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at B&q!
How to prepare for a job interview at B&q
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
