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VP Customer Experience & Data Exploitation

Location: 

London, ENG, GB, N1C 4AG

Brand:  RS Group
Function:  Digital & Technology
Work Location: 

Job Title: VP Customer Experience & Data Exploitation

Location: Remote

Working Pattern: Full-time

 

Summary of the role

 

The primary purpose of this role is to be accountable for building a centre of knowledge regarding our customer experience and centre of expertise in UXR, UXD and Data exploitation. The role will develop and lead a global team to build a wealth of customer knowledge to put the customer at the heart of our focus, supported by a leading, modern design standard for all business change. Work in partnership with the function/ regional leaders and Digital product, solutions leaders with CD&IO to deliver a world class experience and strong sales and profit growth across all digital channels.

 

What you will do

 

  • Develop a COE for Customer Research: Accountable for building a deep customer understanding across all touch points, to be the active voice of the customer across all change. Develop a strategy, working in conjunction with regions & business units to identify the core customer pain points across all aspects of digital engagement and provide a transparent and accessible capability to aid prioritisation and focus.
  • Design a customer centric offering: Together with the Digital organisation and wider business contacts, define the future vision for digital experience and engagement in order to achieve the digital web growth, customer satisfaction and NPS, which is at the core of our journey to GREATNESS. At its core, ensure we have a scalable design led approach and systems to consistently represent the brand across all digital touchpoints.
  • Driving Digital Data exploitation: Accountable for building out core capabilities to identify opportunities to deploy data enhancements through the use of ML, AI and data science across the digital portfolio. The role will focus across all digital engagements and solutions development to leverage our wider data ecosystem to enhance the offer and deliver superior experience and automation.
  • Serving as a cross functional Change Agent: Serving as the company’s customer evangelist to build out a clear change roadmap in partnership with the regions and markets. Accountable for the implementation of the customer, behavioural and personalisation agenda that will drive a segment and solution focused experience that is tailored to the needs to the different customer types.
  • Developing Digital Talent: Accountable for driving the core digital products offering, leading and inspiring ~50 people (onshore and nearshore), in order to deliver the digital vision through the development of digital culture, skills, people, technology and processes.
  • Evangelising customer centricity: Accountable for adopting and showcasing best practice digital experience through the lens of the customer, utilising data and customer depth to engage and connect the organisation to the customers digital needs. Responsible for keeping the customer and the core of any development that has an output that customers will experience.
  • Building a leading Martech capability: Accountable for building a leading Martech suite that allows us to leverage commercial data with greater connectivity across the business and into marketing. Responsible for ensuring the roadmap and the integrations are fit for purpose, ease to use and adopt that empower the regions, markets and functions to produce locally relevant campaigns in a scalable, cost effective way.
  • Enabling greater speed and scale: Accountable for defining the global approach across all regions and businesses to align common technology approach to web content management through a WCMS platform. Provide autonomy to the markets and regions through best practice tooling, support and cohesion to drive increased relevancy through a common model.
  • Keeping us at the forefront: Accountable for ensuring the technology roadmap underpinning this across platforms are understood, robust and flexible to serve the ever-changing needs of the business and our customers.

 

 

What you will bring

 

  • Previous Experience: within a similar role with focus on all things CX, and the digital touchpoints.
  • Digital mindset: It is imperative the role holder thinks digitally and commercially. They must not just have the ability to effectively use technology, but rather have a set of attitudes and behaviours that enables colleagues and the whole business to foresee possibilities.
  • Strategic Thinking: The role holder will be responsible, working with the other Exec members and functions for building out the transformation vision. They need to look across different industries to see the big picture, analyse large volumes of information to spot trends, and offer new approaches to old problems.
  • Inspiring Leadership: The role holder should be an excellent communicator with an ability to deliver clear messages about the value of a solution to executives, wider teams, and customers. The success of the solution heavily depends on the ability of the leader to inspire everybody with the transformation vision.
  • The role demands excellent leadership skills to drive change and progress across the whole business, ensuring that initiatives run smoothly across internal teams, customers, and stakeholders.
  • Make a Difference: The role requires the ability to break down broad goals and long-term strategies into manageable tasks, roadmaps and outcomes with clear logic to guide the business forwards
  • Solve Problems: Enthusiastic about digging deeper into the problem and recommending the best way to address it. And able to transmit this enthusiasm to other people to drive action and ownership with a focus on customer outcomes.
  • Customer Centricity: Strong customer focus will be required to deeply understand the problems, needs, and desires of customers. Ability to quickly evaluate the situation in the market and identify profit opportunities.

 

 

Strong leadership drives tangible benefits for the organisation. Our Amazing Leaders are required to:

 

Show Passion - I connect deeply with others – colleagues, customers & suppliers

  • I share my aspirations. I am transparent and honest. I act and communicate with integrity
  • I collaborate with others, so together we thrive and transform our business

 

Act with Humility - I create the environment for others to ask ‘what if’, and do amazing things

  • I listen to understand diverse views, as I don’t have all the answers
  • I empower others to try new, exciting things; and challenge limiting beliefs. Sometimes we fail, but we do it together and we learn

 

Demonstrate Trust - I lead by example, align others around ambitious goals, and check in regularly

  • I commit to and am accountable for two or three key priorities; and I deliver on them
  • I join the dots for people across matrix teams, give them ownership, and make sure we always know how we are doing

 

What we offer

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone. In this role, we can confidently offer the following flexible working patterns:

  • Working remotely - from home or any other work location
  • Working flexibly - flexing the times when you work in the day to help you fit everything in and work when you are the most productive. If you need some flexibility please just ask us and we’ll be happy to discuss it with you.

 

We are RS Group

RS Group is committed to creating an inclusive environment where people thrive. We recognise that a diverse and representative workforce is critical to our success, and our aim is to create a business where people can be their best selves. Our employees expect this as a matter of course and it is fundamental to how we attract, develop, and hold on to the best talent.

 

We recruit and develop employees who are the best suited to the requirements of the role, regardless of gender, ethnic origin, age, religion, sexual orientation, gender identity or disability. We believe everyone should be able to bring their true self to work and be given the opportunities to succeed. If you require any adjustments during this process to ensure you can bring your true self, please let us know.

 

Increasingly powered by digital technology, we’re our customers’ one-stop-shop for electronic products and components. We began in a north-west London garage supplying spare parts to radio repair shops back in 1937. Today, we’re using digital to revolutionize the way we do business and strengthen our position as the people engineers turn to for help, advice and knowledge.

 

But if we’re going to be first choice for customers, we also want to be first choice for our future colleagues. We’re looking for people who are passionate to support the customers of today, and the engineers of tomorrow. Together we keep innovation at the forefront of what we do. Do you?

 

We’ve been on an incredible journey but the best is yet to come; are you ready to join us?

Apply now »