Job Description

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 retail setting.

Analytical & Insight-Driven: Skilled in interpreting customer insights to inform strategy.

Retail Sector Familiarity: Strong understanding of customer expectations and challenges within the retail sector.

Innovative & Collaborative: Able to ideate and collaborate effectively to support CX improvements.

Process-Oriented: Comfortable with mapping journeys and processes to streamline the customer experience.Contract Details:

Working Pattern: 5 days per week (Tuesdays and Wednesdays in Redditch Support Centre, remaining days remote).

Contract Type: Outside IR35, day-rate basis, with budget up to £54,000 through to March.This role is an exciting opportunity to make a significant impact on digital customer journeys within a fast-paced retail environment. Apply now if you're ready to contribute to a transformative project and bring industry-leading CX expertise to our team