Customer Experience Consultant

As an organisation OS is embarking on an ambitious growth strategy in location data, insight, and services.  Innovating our products, services, and technology to benefit our customers, businesses, and people across Great Britain and globally. In order to do this, we want to continue adding new skills and capabilities to our business.
 

We’re on the search for a superstar Customer Experience Consultant. Ideally experienced leading across a number of areas, principally Consumer, Government and Business customer segments.

About the role

As the Customer Experience Consultant, you will be responsible for driving customer improvement and influencing strategies and road maps for the end-to-end customer experience. You will work with departments, teams and third parties across the organisation. Building strong networks and relationships and managing stakeholders to deliver a consistent customer experience.

You will use a broad range of insight and data to improve legacy services and design new customer journeys. The outcome will be the delivery of the organisations transformation and enable delivery of the commercial ambitions.

Additional responsibilities:

• Be a trusted partner to the business, collaborating and leading the way on designing and delivering the target OS Customer Experience, ensuring quality and consistency
• Represent the customer and inspire teams to develop the right service offering, delivering value to our customers
• Map and own high value customer journeys, driving action and change and demonstrating ROI of Customer Experience and business strategy out comes
• Drive people, process and technology initiatives to deliver the target customer experience, improving Customer Experience measures and drive business growth
• Horizon scan and stay abreast of current and emerging trends, customer behaviours and unique opportunities

What we’re looking for

• Sound knowledge of practical tools & techniques such as customer journey mapping, measurements of success, data analysis and customer insights
• Sound knowledge of Customer Experience measurements such as Net Promoter Score (NPS) and ROI
• Confidently influence key stakeholders from senior leaders to field operators, gaining support, and overcoming barriers to execution
• Proactive, organised, and capable of managing and delivering multiple projects and improvements across a matrix working organisation
• Ability to facilitate, mediate and tailor various levels of communication to achieve the right outcomes
• Ability to think critically and drive action from insights, influencing strategic plans and projects

Desired:

• Service design/blueprinting experience

The rewards

We want you to love what you do. That’s why our benefits package rewards a job well done. We’ll give you: 

• Salary – £26,801 - £31,530 (depending on experience)
• Performance related bonus
• A competitive pension scheme
• 37 hour working week (with flexible working options)
• 25 days annual leave - (rising by 1 day each year to a maximum of 30) bank holidays and an extra 3 over Christmas
• Plus, a suite of excellent additional benefits

Location

We embrace a hybrid working model at OS and understand there is no one size fits all in relation to how we work. We have a fantastic HQ in Southampton, Hampshire where you will be required to attend on a sporadic basis with the remaining time being a personal choice as to whether you work from home, one of our regional offices or spend more time at OSHQ.

Closing date Sunday 4 February 2024

Security

OS conducts DBS background checks for all joiners and some of our roles require additional security clearance, including to SC or DV level in some cases. We will tell candidates at the appropriate time during the recruitment process if additional clearance will be required for this role.

We believe diversity and inclusion is about working together – in a supportive and respectful environment to reach our full potential. We think combining different backgrounds, experiences and perspectives will help us reach our vision and be trusted and admired across the globe for setting the standards and leading the way. We are looking for dedicated and experienced individuals from a range of backgrounds and welcome applications from any race, age, gender, background, or religion.

We’re individually passionate and collectively powerful, and we give you the space to take your career in whichever direction you want.

We’re always happy to hear from you, so don’t forget to follow us on Twitter, LinkedIn or find us on Facebook.

Skills required for this role:

Design, Design Services, Digital Marke