Customer Experience Planner Leeds, England
Job description
Do you have a background in Customer Experience? Do you want to add value and deliver improved outcomes for customers? Do want the opportunity to innovate and influence Customer Experience transformation at Asda?
We have a great opportunity for a highly motivated and customer-centirc individual within our Customer Experience team. You will be responsible for supporting a programme of activity to improve the Customer Experience across Asda's range of shopping missions, journeys and customer touchpoints. You will work cross-functionally to understand the Customer Experience, identify areas where it needs to be improved and design the changes and outcomes required, engaging the relevant business areas to deliver them. Viewing our customer base through an omnichannel lens, you will be responsible for measuring and improving the experience in order to drive overall customer loyalty and value.
About the Role
You'll play an important role in mapping customer experiences and identifying opportunities for improvement. You will be responsible for the delivery of a number of key optimisation projects as well as design-led activity. You'll facilitate the redesign of key journeys and work with cross-functional stakeholders to support the design and delivery of initiatives to remove hassle for customers, drive ease of shop and increase customer retention. You will also play a key role in CX design, in order to deliver great future experiences as our business and our customers' needs evolve; generating ideas on new and better ways for Asda to deliver the target experience. This will include reviewing market data and trend reports, analysing and interpreting customer data and insight, assessing performance versus targets and quantifying the financial impact of customer experience initiatives to inform prioritisation decisions and budget allocation. You will act as the primary point of contact for the assigned business areas, managing communication and engagement activities and supporting them to address any barriers preventing delivery by providing relevant data and insight or facilitating solution development.
About You
- Experience in and understanding of how to analyse and interpret insight and data
- The ability to demonstrate a customer centric mindset
- Strong attention to detail and critical thinking
- Ability to flex plans, reprioritise and operate within an agile environment
- Retail knowledge
- A track record of collaboration, working with and influencing business stakeholders
- Understanding and experience of improving the Customer Experience through varying initiatives, driving change as well as test and learn programmes.
Work Where it Works
If flexible working is important to you, then look no further! At Asda we are proud of our culture and our commitment to flexible working. This role is based at Asda House, Leeds with the opportunity to work
from home 2-3 days per week.
- Discretionary company bonus
- Company pension up to 7% matched
- 10% colleague discount with extra discount days run throughout the year
- Free city centre parking and many other additional rewards
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.
