Digital Customer Experience Specialist (Contract - Outside IR35)
Location: Hybrid - Support Centre (Redditch, 2 days per week: Tues & Weds), Remote (3 days per week)
Contract Length: Until End of March
Rate: Up to £50,000 for the contract (inclusive of fees)
About the Role:
We are seeking an experienced Digital Customer Experience Specialist to support a new Digital Accelerator programme focused on optimising customer journeys across key retail categories. This role, ideal for a CX professional with a strong retail background, will drive improvements in digital experiences by analysing customer insights, mapping end-to-end journeys, and establishing best practices within our cross-functional team.
Key Responsibilities:
Customer Insight Analysis: Analyse customer data to drive journey enhancements.
Journey Mapping: Create and refine end-to-end customer journey maps to identify improvement opportunities.
Competitor & Best Practice Research: Benchmark competitor journeys and best practices for strategic guidance.
Process Mapping: Develop process maps to improve journey efficiency where relevant.
Opportunity Identification & Ideation: Identify areas for enhancement and support prioritisation of new ideas.
Best Practice Ways of Working (WoWs): Lead in defining and establishing best-practice approaches within the team.Ideal Candidate:
Customer Experience Expertise: Proven experience in customer experience, specifically within digital journeys in a retai...