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- Tasks: Lead customer experience improvements by analysing data and collaborating across teams.
- Company: Currys is the UK's leading tech retailer, committed to inclusivity and sustainability.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and fantastic tech discounts.
- Why this job: Make a real impact on customer experiences while developing your career in a supportive environment.
- Qualifications: Experience in customer journey improvement and strong problem-solving skills are essential.
- Other info: Hybrid working with regular in-person meetings; inclusion and diversity are core values.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
This job is with Currys, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Customer Experience Improvement Lead
Currys London Campus at Waterloo
Permanent
Full Time
Grade 4
At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best-known retailer of tech, we're proud of the service our customers receive – and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
Currys is Europe's largest electricals retailer. We are an omni-channel business where customers enjoy exploring and buying amazing technology in hundreds of our stores or online. We are embarking on a major Customer First transformation to double down on retail fundamentals making Currys easier to shop, improving the customer experience and win more customers for life.
The role of the Customer Experience Improvement Lead will sit within the Experience improvement team within Customer Strategy, using a combination of Customer Experience, Research and market data to build customer journeys which remove pain, growing NPS, cSat and build differentiated experiences which lead to profitable growth.
This role will work across a variety of business areas, including Retail, digital and supply chain supporting both general customer experience improvement but also the Ease to Shop pillar within the wider Customer First programme.
Key Responsibilities:
Customer data driven decision making
- You will have a deep understanding of the key drivers of customer pain and work cross functionally to reduce these, improving the customer experience in a profitable way
- Work closely with the Customer Research and Experience insight team to identify the key drivers of pain across our key customer journey touch points
- Use that insight to work collaboratively with touch point owners, building joint improvement plans to remove that pain improving customer experience growing NPS and cSat.
- Partner with touch point owner / channel teams to deliver and execute those improvement plans
Deliver specific improvements to customer journey as part of the Ease to Shop pillar of Customer First
- Use Customer data to story tell what is happening and why improvements need to be made across our customer journeys
- Collaborate with key stakeholders on specific end to end customer journey improvements (e.g. queuing in stores, home delivery, order & collect) which deliver improved experiences and profitable growth across our key must win Customer Segments
Stakeholder and Relationship Management
- Build strong relationships across the business to drive the action through insight and be able to explain clear paths to activation, influence business decisions at Head of GLT level
- Be the company's conscience on Customer strategy & CX improvement: showing the reality of where we are in a way that sparks new and smarter action
- Build relationships with business teams, channel owners, and influence people, decision makers and teams and drive changes in existing processes (where needed), activation of insight, delivery of value from data through cross functional working
- Be able to work across teams (Retail, Digital, Supply Chain, Experience insight, Customer Analytics) and business functions to influence the use data and activate recommendations
Required Skills & Experience:
- CX Journey Improvement / Journey Mapping: we're looking for people with a track record of success
- Collaboration: the role can achieve nothing without gaining the support of others. the change It sparks relies on the engagement & work of others
- Problem solving: we need this role holder to be a brilliant problem solver. They must be able to help groups of people understand the problems they face, look at a variety of innovative solutions and then settle on the right one, convincing the necessary stakeholders of whatever that solution may be
- Excellent commercial awareness and strategic sense
- Ability to articulate data-driven insight and generate actionable recommendations
- Experience working across several different stakeholders including senior leadership and data analytics professionals
- Experience of working in CX improvement across Retail / Telco
- Professional CX qualifications are helpful but not required
We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
- 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
- Private Medical Insurance
- Life Assurance
- Fantastic colleague discounts on Tech with Currys and iD Mobile
- Access to Champion Health (Wellbeing App)
- Hybrid working (with an expectation to meet in person 2-4 times per month)
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.
#LI-DNI
Customer Experience Improvement Lead employer: Currys
Contact Detail:
Currys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Improvement Lead
✨Tip Number 1
Familiarise yourself with Currys' current customer experience initiatives and their Customer First transformation. Understanding their goals will help you align your insights and suggestions during the interview.
✨Tip Number 2
Prepare to discuss specific examples of how you've successfully improved customer journeys in previous roles. Highlight your problem-solving skills and ability to collaborate across teams, as these are crucial for this position.
✨Tip Number 3
Showcase your data-driven decision-making abilities by being ready to explain how you've used customer data to identify pain points and implement effective solutions in past experiences.
✨Tip Number 4
Build a strong understanding of the retail landscape and the specific challenges faced by Currys. This knowledge will enable you to engage in meaningful discussions about potential improvements and demonstrate your commercial awareness.
We think you need these skills to ace Customer Experience Improvement Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Experience Improvement Lead position. Understand the key responsibilities and required skills, and think about how your experience aligns with them.
Tailor Your CV: Customise your CV to highlight relevant experience in customer experience improvement, journey mapping, and collaboration. Use specific examples that demonstrate your problem-solving skills and ability to work across different teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences. Mention how your background and skills can contribute to Currys' Customer First transformation and provide examples of past successes in similar roles.
Highlight Data-Driven Insights: In your application, emphasise your ability to use customer data to inform decisions. Provide examples of how you've previously used data to identify pain points and implement successful improvements in customer journeys.
How to prepare for a job interview at Currys
✨Understand Customer Experience Fundamentals
Make sure you have a solid grasp of customer experience principles. Be prepared to discuss how you've previously identified and addressed customer pain points, as this role heavily focuses on improving customer journeys.
✨Showcase Your Problem-Solving Skills
Be ready to share specific examples of how you've tackled complex problems in the past. Highlight your ability to analyse data and collaborate with various teams to implement effective solutions.
✨Demonstrate Collaboration Abilities
This role requires working across multiple departments. Prepare to discuss how you've successfully built relationships and influenced stakeholders in previous roles to drive change and improve customer experiences.
✨Prepare Data-Driven Insights
Since the role involves using customer data to inform decisions, come equipped with examples of how you've used data to tell a story or make recommendations. This will show your analytical skills and strategic thinking.