Key Capabilities

Summary

This role leads the Customer Experience (CX) team who are part of the wider Digital & Technology Product Design Team. The CX Team are accountable for ensuring that the business is customer obsessed and constantly looking to uncover how to drive loyalty among our customers, based on what they are thinking, what they are feeling and what they need from us. The team plays a pivotal role in shaping how we design our products, services, and experiences, making sure that they deliver value for our customers, and keep them shopping with us time and again.

In this role, you will set the roadmap for the strategic direction and execution of the program delivering to the needs of business stakeholders. The CX Team ensures that the business is measuring the right things, in the right way to compliment behavioural and other data sources to ensure causality of the Voice of the Customer Insight to drive improvements for our customers. The Team is at the forefront of driving a customer obsessed product led culture through awareness and adoption of the program, championing the tools/resources/insight available, and connecting it all to business outcomes.

What's in it for you

Being a part of M&S is exactly that – becoming a part and playing your part. We’re an inclusive, dynamic, exciting, and always evolving business built on core values.

Here are some of the benefits we offer that make working for M&S just that little bit more special…

• 20% Colleague discount on most things from furniture, fashion and food.
• A first-class welcome to M&S with a tailored induction and a wide range of training schemes to help with your learning and development. Having options to progress is something we’re proud of at M&S.
• Attractive annual bonus, based on company performance and personal objectives.
• Competitive holiday entitlement!
• Amazing perks and discounts via our M&S Choices website. Including GymSave – that offers up to 25% off Gym Memberships and the option to become an M&S Shareholder using our ShareSave & ShareBuy Schemes
• Charity Volunteer Day – A paid day away from work to support your chosen charity.
• A very generous Defined Contribution Pension Scheme and Life Assurance

Every colleague at M&S has access to a fantastic range of wellbeing support – this includes access to our 24/7 Virtual GP, & PAM Assist to support you & your family as well as many other schemes.

What you'll do

• Accountable for defining the strategy of the programme with 3rd party suppliers, ensuring that it delivers return on investment for the business, through positive change for customers.
• Build strong cross-functional relationships, ensuring that the programme meets the needs of a wider range of stakeholders, whilst positively influencing and challenging them to continuously drive positive Customer Experience (CX) change.
• Analyse and present NPS trends to leadership teams, helping to build an understanding of their drivers, working with relevant teams to contexualise the findings, and then offering recommendations on how M&S can improve.
• Partner with Analytics, Insight, UX and Stores CX teams to inform prioritisation, taking a data-led approach to understanding and sizing customer opportunities and pain points.
• Enable teams to be able to get the right insight at the right time by democratising the data through Medallia (our Voice of the Customer platform), and empowering colleagues to self-serve on the platform.
• Act as a Centre of Excellence for Customer Experience measurement, developing and embedding best measurement practices across the business.
• Continually look for opportunities to evolve approaches and methodologies, adapting to the specific requirements and customer needs across different journeys, missions and propositions.
• Partner closely with the Service and UX Design function to productionise the process for ad-hoc customer research during discovery and concept validation phases of projects.
• Manage the financial reporting and budget on the programme, working closely with Finance.

Who you are

• An excellent communicator (both verbal and written), with the ability to simplify complex topics and gain support for stretching plans both internally and with agencies and suppliers.
• Drive, passion and energy to get things right for our customers, whilst inspiring others to do the same.
• A strong customer understanding, empathy and intuition, with the ability to put yourself in our customers’ shoes.
• A proven leader who creates and leads high performing teams, coaching and mentoring them to support their development.
• The ability to able to achieve through others, building a network of allies to help deliver change and resolve issues quickly and efficiently.
• Good judgement and proven ability to make strong prioritisation calls (both internally and with agencies).
• An analytical storyteller, capable of assimilating multiple data sources to unlock powerful insights and building a compelling narrative from this.
• Comfortable working with a broad set of stakeholders, understanding their motivations, adapting influencing styles when required and a willingness to effectively challenge where appropriate.
• An understanding of the latest trends shaping the broader market and customers’ expectations, and what that means for the experiences we deliver as a business.

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