Overview
In this role, you will shape a best-in-class customer experience by leading the design and architecture of end-to-end omnichannel journeys. You will align CX initiatives with SNG’s corporate plan and collaborate across functions to digitalise customer interactions. You’ll sponsor transformation projects, drive journey mapping, and embed customer-centric practices to improve outcomes and efficiency. This is a strategic, impact-focused position at a growing organisation that values inclusion and cross-functional delivery.
Pay / Benefits
- 25 Days Holiday + Bank Holidays with extra day
- flexible benefits to buy/sell holiday
- wellbeing days and volunteering days
- matched pension up to 12% and Life cover 4x salary
- private medical and dental insurance and critical illness cover (optional)
- gym discounts and 24/7 virtual GP service
Responsibilities
- Lead the design of the omnichannel approach in collaboration with managers, Solution Architects, Process Managers, and customer teams
- Act as project sponsor within the transformation programme, responsible for business case development, benefits realisation, and cross-project collaboration
- Set standards for customer journey mapping and embed a customer-centred approach to service design
- Create a comprehensive customer journey and lifecycle architecture aligned with process architecture
- Develop customer journey analytics and ensure seamless integration with systems like the Customer Service Platform, Dynamics 365, and Housing/Property systems
- Drive migration of customer interactions to digital and self-service channels with accessible options for vulnerable customers
- Identify, evaluate, and implement automation, AI, and emerging technologies to improve outcomes and efficiency
- Lead segmentation, personas, and behavioural analytics to personalise services, boost digital adoption, and guide priorities through data-led decisions
- Manage the Customer Transformation team, fostering accountability, high performance, and continuous improvement
Key requirements
- Senior experience in customer experience or transformation within a similarly sized, complex organisation with multiple touchpoints
- Deep knowledge of service design for offline and online journeys
- Ability to lead in ambiguity and drive change, with strong relationship-building across levels
- Excellent project management and Agile methodology skills with multi-project prioritisation
- Strong communication and constructive challenge approach
- Sound decision-making and critical thinking skills
- Desirable: knowledge of Digital Experience, UX, Conversion Rate Optimisation, and Journey Analytics
- Strong facilitation and workshop management for journey mapping
- strong communication
- change leadership
- collaboration
- Digital Experience and User Experience
- Journey Analytics
- Conversion Rate Optimisation
Head of Customer Transformation in Basingstoke employer: Sovereign Housing Group
At Sovereign Network Group, we pride ourselves on being a leading housing provider in the South of England, dedicated to fostering a supportive and inclusive work environment. As a Workday Platform Manager, you will benefit from a generous holiday allowance, a robust pension scheme, and opportunities for personal and professional growth, all while contributing to meaningful community investments. Our commitment to diversity and employee wellbeing ensures that you can thrive both personally and professionally in our dynamic Basingstoke location.
