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3 months ago
Basic Salary: Competitive With Great Benefits
Location: London
Job type: Permanent
Category: Customer Service Jobs
Customer Experience Design Thinking Manager (119884)

Job function : Marketing and digital

Main location : UK & Ireland-United Kingdom-London

Schedule : Full-time

Working pattern : Standard

Salary : Competitive with great benefits

Closing date : Sep 29, 2019, 11:59:00 PM

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Within Customer Experience (CX) we are building a team that will create innovative and brilliant experiences for our customers.

Our Design Thinking and Standards team is a new function: our purpose is to support the business in developing the best product and service visions of tomorrow, whilst ensuring our customers come first in everything we do and make - from the get-go.

Together we cover research, design thinking, interaction design, prototyping, visual design, content and exploration. We work in autonomous teams tailored for each project - where each team leads their project direction, with support from Senior Leadership. We’re passionate about creativity as well as customer experience and about leaving a positive mark on everything we do.

We’re in the search for a member of the team who can passionately evangelise about Customer Experience to our customers and colleagues. Collaboration is at the heart of our ethos, so we need someone who can effectively communicate ideas, educate and help explore the importance of Customer Experience. You’ll be responsible for identifying the changes in cultural levers required to realise our CX vision as well as embed CX ways of working – ensuring our environment and culture attract the best in the industry and allows them to further flourish at BT.

The purpose of this team is simple: Create Great experiences and be sure they are what customers want.

What you'll be doing

The Design Thinking Lead supports the delivery of transformational CX programs by defining the vision of customer experiences, setting the standards, differentiation factors, principles and frameworks so that customer experience is at the heart of e2e solution design

• Lead on thought leadership and Design Thinking - skilled at bringing in external knowledge, ensuring Enterprise CX is adopting best practice and highest of standards.

• Coach the CX team, delivering brilliant experiences adhering to CX standards, framework and CX toolkit.

• Champion the Design Thinking approach and identify ways to ingrain business transformation through new, innovative and ground-breaking DT tools, standards and ways of working, across Enterprise.

• Delivery of CX Design Thinking vision across all programmes & projects for Enterprise

• Support Enterprise business leads in identifying and developing successful solutions to effectively execute products and services

• Define and own the target CX blueprints for business verticals across Enterprise

• Define the business changes required to support Customer Experience and business transformation, identifying and putting in motion opportunities to create the future vision of products and services across Enterprise

• Create and own engaging material for CX up to MD/CEO level, across Enterprise

• Create and implement a detailed training rollout embedding DT methodology across Enterprise

• Actively support CX strategy comms (i.e. events, roadshows, website, videos, content)

We'll also need to see these on your CV

• Line management responsibility within the CX team (2+FTE) therefore ability to coach and inspire a team to perform at their best

• High level of business acumen and excellent commercial experience/judgement

• Extensive research and analysis experience – often trained through agency with a creative background

• Exceptional presentation, written and communication skills

• Stakeholder Management - comfortable in front of audiences of all levels of seniority

• Proven track record in driving business change and transformation

• High level of business acumen and excellent commercial experience/judgement

• Able to challenge, influence, negotiate and innovate at senior levels of BT (Director/MD)

• Trained to a high standard in Process re-engineering approaches

• Excellent Design Thinking methodologies and application

• Proven track record in driving business change and transformation

• Proven track-record of delivering world-class standards, principles and frameworks

• Proven track record in managing high levels of ambiguity when dealing with emerging business or product strategy

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