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Global Customer Journey Owner - Research & Support

RS Group
Corby, GB
Closing date
9 Jun 2024

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Supply Chain and Procurement
Contract Type
Full Time

Job Details

Global Customer Journey Owner - Research and Support

Location: Hybrid (London or Corby)
RS Group seeks a Global Customer Journey Owner to develop and manage strategic visions and roadmaps for Research and Support customer journey stages across all RS Regions and Business Units. Responsibilities include establishing experience design principles and service design capability for each stage. The role involves overseeing the Research journey stage, spanning from initial supplier identification to problem-solving within the customer's business, integrating touchpoints for enhanced conversion and new customer acquisition.

The Research journey stage includes all touchpoints for customers to identify suppliers which solve a problem within their business. This includes sales and marketing channels; creating connected experiences which increases conversion and new customer acquisition.

The support stage runs through the E2E customer journey providing help, support and advice to customers. This can be via self-service or human touch channels which reduce failure demand and are proactive and personalised.

What You'll Be Doing:
  • Define and map journey stages globally, develop vision, design principles, blueprints, and service frameworks for collaboration with regions, business units, and channel owners.
  • Develop global insight into journey stages, including personas, needs, channel usage, and objectives, influencing channel and regional priorities.
  • Lead development of a global Customer Journey Framework, including mapping approaches and tool requirements for all Customer Journey Owners.
  • Build a comprehensive library of macro and micro customer journeys, understanding regional and cultural variances.
  • Define a clear global customer journey vision and Design Principles, guiding experiences across regions and channels.
  • Expand Service Design capability, optimizing flows between systems and processes for desired experiences.
  • Collaborate with Value Added Solutions teams in proposition development, considering the purchasing journey.
  • Continuously review industry best practices and changing customer behavior.
  • Establish cross-functional, cross-regional Journey Squads, designing detailed experiences and frameworks for personalization.
  • Inform technology and system process requirements to achieve the customer journey vision.
  • Collaborate with the Global CX team to inform VOC strategy and measure in-journey feedback effectiveness.
  • Define key performance indicators and metric requirements with commercial insight teams to assess journey impact.
  • Support regional CX teams with coaching and guidance.

About you:
The ideal candidate for the Global Customer Journey Owner role should embody teamwork, collaboration across diverse matrices, and the ability to identify and attentively listen to key stakeholders, fostering trust while engaging in open dialogue and constructive debate.
Key qualifications and attributes include:
  • Demonstrated experience working within matrix teams across multiple geographical locations.
  • Proven ability to enhance performance through the delivery of Customer Experience.
  • Extensive expertise in customer journey development or service design principles.
  • Strong comprehension of delivery promise dates, supply chain capabilities, and delivery propositions.
  • Proficiency in customer journey mapping, tools, and processes.
  • Ability to cultivate positive relationships, pursue high performance, and prioritize personal development.
  • Advantageous to possess project management and Lean/Six Sigma qualifications and experience.
  • Strategic thinking capabilities with adept planning skills.
The extras you'll get

At RS, as well as the usual employee benefits you'd expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we've just introduced a number of new Family Friendly Policies including:
  • Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation
  • Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette's syndrome
  • Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause
  • Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery
  • Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS

At RS we've been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the 'what ifs' into the 'why nots', the impossible into the possible.

Our purpose? Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that's exactly how we partner with people - our customers, suppliers, colleagues and communities - to solve problems.

We'll also invest in your development and wellbeing - because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.

Come and join us and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.




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