Position Snapshot Business: Nestlé UK&I Location: Crawley, West Sussex Hybrid working, 2 flexible days per week in the office Attractive salary car allowance potential bonus great holiday entitlement and other fantastic benefits Are you passionate about creating standout experiences that leave fantastic lasting impressions? Can you develop and implement a strategy that delivers seamless consumer interactions across every touchpoint? If so, we want to hear from you. Position Summary We are delighted to be recruiting for an experienced Head of Consumer Experience (CX) here at Nestlé UK&I. This is a brand new role working across the Nestlé portfolio to build and drive our CX strategy across every possible consumer interaction. You will lead a large team to spearhead CX omnichannel transformation, working in collaboration with a range of stakeholders across a matrix structure both in the UK and EMENA to develop best in class consumer experiences that deliver delight. As a key member on our UK&I Marketing leadership team you'll play a pivotal role in building excitement and capability across our teams on all things CX. A little bit about us We are the largest food and drink manufacturer globally with an unrivalled breath of categories and brands including Nescafe, KitKat, Felix, Buxton and Maggi and many more. We are hugely passionate about building brands and making a positive difference for our customers, consumers, colleagues and many stakeholders. We have also worked hard to create an exciting environment where we all feel we belong, we are the best we can be, and we win together. We want people to feel they can be themselves, dare greatly and believe their best is yet to come. A day in the life as a Head of Consumer Experience This really is an exciting role that will drive instrumental change and growth for Nestlé through consumer centricity. You will lead a team of experienced individuals, inspiring them to be the best that they can be, encouraging them to really push the boundaries across the CX landscape and championing a continuous improvement mindset. You will also: - Understand the 'as is' landscape for Nestlé CX capabilities and develop and implement the 'to be' strategy aligned to the overall business objectives. - Lead the focus on consumer centricity across the business and create a marketing culture that prioritises the importance of understanding the consumer experience and journey. - Collaborate with cross-functional teams to identify consumer pain points and develop innovative solutions to enhance the overall consumer journey. - Conduct in-depth consumer research and analysis to gain insights into consumer needs, preferences, and behaviours. - Identify and manage vendors that contribute to CX activity including KPI's, revenue sharing models ensuring relationships are collaborative. - Turn feedback into action by gathering consumer insights and translating them into strategies for continuous improvement. - Implement and monitor KPI's and NPS to measure, adjust and improve the effectiveness of consumer experience initiatives and drive regenerative performance and growth at scale. - Stay up to date with industry trends and best practices in consumer experience management, bringing new ideas and innovative approaches in a test and learn environment. - Along with the above CX focus as one of our senior Marketing Leaders you will be on the Marketing Leadership team of Nestlé UK & Ireland helping to guide and develop our 400 plus strong Marketing community and helping to drive our overall focus on functional marketing excellence. At Nestlé the chance to make a difference at scale is there every day. What will make you successful? Having already developed a successful career in Senior Consumer Experience roles you will be able to demonstrate your fantastic passion and capability in this space. You will have ideally worked in a blend of B2C, B2B, D2C environments previously. You will be commercially minded and have excellent communication skills, whilst being able to influence and inspire cross functional teams. We are looking for you to build capability and understanding across the entire CX landscape whilst acting as an ambassador across Nestlé portfolio of brands, think KitKat, Nescafé, Felix cat food and much more. You will also: - Have the ability to influence stakeholders across all levels, be extremely adaptable and a real agent for change. - Inspire through fantastic leadership, empower and coaching people to be the best that they can be. - Demonstrate your ability to develop and execute consumer experience strategies across omnichannels that drive business growth. - Have effective analytical and problem-solving abilities, with a data-driven approach to decision making. - Have a proven track record of successfully managing complex projects and delivering results. - Be proficient in consumer experience measurement tools and methodologies. What you need to know What can we offer in return? Great benefits you'd expect from a business the size of Nestlé - in the shape of a competitive salary and benefits package, car allowance, bonus scheme, flexible working scheme, 25 days holiday plus bank holidays plus flex leave, pension scheme and a real focus on personal development and growth. Job advert posting date: 23/09/2024 Job advert closing date: 06/10/2024 At Nestlé, our values are rooted in respect. When we embrace diversity and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. People of all gender identities, ethnically diverse individuals, people with disabilities, and members of the LGBT community are strongly encouraged to apply. If there is anything we can do to accommodate you to participate fully in the application process, please let us know. We take pride in championing inclusion and diversity, our people make up a number of Colleague Networks who represent different experiences and communities who hold us accountable in creating a sense of belonging for all, and our values create the conditions for us to respect the unique contribution you bring. Find out more about our Colleague Networks here: Diversity, equity and inclusion | Nestlé (nestle.co.uk) We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process. Be yourself, everyone else is taken