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Global Customer Journey Owner - Deliver

RS Group
Corby, GB
Closing date
11 Jul 2024

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Customer Services
Contract Type
Full Time

Job Details

Global Customer Journey Owner - Delivery

Location: Hybrid (London or Corby)
RS Group is currently seeking a Global Customer Journey Owner for a permanent position. In this role, you will be tasked with developing and managing a strategic vision and roadmap for delivering customer journey stages across all RS Regions and Business Units. This involves leveraging strategic insights and journey mapping to build experience design principles and service design capabilities for each journey stage.

The deliver journey stage covers the delivery of products to our customers. The journey stage covers everything from the availability of delivery dates through carrier experience and notifications. This role will be at the forefront of shaping our future delivery proposition and turning new capabilities into experiences that meet the changing needs of customers.

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 must be a team player, works well across a matrix, identifying and listening to all key stakeholders, building trust, and engaging in open dialogue and constructive debate.
Key qualifications and attributes include:
  • Proven track record of collaborating within matrix teams spanning multiple geographical locations.
  • Ability to enhance performance by prioritizing Customer Experience.
  • Extensive expertise in customer journey development or service design principles.
  • Profound understanding of delivery promise dates, supply chain capabilities, and delivery propositions.
  • Demonstrated experience in customer journey mapping, utilizing various tools and processes.
  • Cultivates positive relationships, pursues performance excellence, and prioritizes personal development.
  • Advantageous to possess project management and Lean/Six Sigma qualifications and experience.
  • Strategic mindset with adept planning capabilities.
  • Solid background in people management.
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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