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, generous holiday, and health support.
- Other info: Inclusive culture with great career growth opportunities and a focus on wellbeing.
- Why this job: Make a real impact by redesigning customer journeys and solving their needs.
- Qualifications: Experience in customer propositions, service design, and strong analytical skills required.
The predicted salary is between 62000 - 75000 £ per year.
Permanent position with a salary range of £62,000 - £75,000 plus benefits including pension, PMI, ShareSave, 6.6 weeks holiday, and hybrid working (2 days per week in the office) based in Southampton, Store Support Office.
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.
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.
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.
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.
- Design services that are simple, scalable, and deliver consistent experiences across stores, digital, and contact centre touchpoints.
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.
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. Skilled in service design methodologies including journey mapping, service blueprinting, co-creation, and prototyping. 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. Strong analytical and problem-solving capability, using data and insight to support decision-making.
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.
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 Service Support and Development Executive 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.
