Customer Proposition Development Manager

Kingfisher

3d•Hybrid

About The Position

As Customer Proposition Development Manager, you will be responsible for identifying, shaping and delivering customer propositions and end-to-end services that solve real customer needs whilst driving measurable business value. You will combine customer insight, proposition development and service design methodologies to create experiences that are: Desirable for customers, Viable for the business, Feasible operationally, Scalable across B&Q and TradePoint. You will work across Customer, Retail, Digital, Technology, Operations, Customer Service, Supply Chain and Commercial teams to ensure that customer propositions are not only compelling but can be delivered consistently across every touchpoint. Acting as a champion for customer centricity, you will use service design techniques including journey mapping, service blueprinting, prototyping and experimentation to redesign customer experiences and remove key pain points across the end-to-end journey.

Requirements

Proven experience developing customer propositions, services or experiences that deliver measurable customer and business value.
Strong understanding of customer insight, market analysis and customer-centred decision making.
Ability to identify growth opportunities and translate customer needs into compelling propositions and service concepts.
Commercially minded, balancing customer desirability, business viability and operational feasibility.
Proven experience designing and improving end-to-end customer journeys across multiple channels.
Skilled in service design methodologies including journey mapping, service blueprinting, co-creation and prototyping.
Ability to identify root causes of customer and colleague pain points and design practical solutions.
Experience translating customer needs into operational, process, technology and service requirements.
Strong stakeholder management and influencing skills, with the ability to lead cross-functional change.
Excellent communication, facilitation and presentation skills, including engagement with senior stakeholders.
Strong analytical and problem-solving capability, using data and insight to support decision-making.
Applicants must have the right to work in the UK at the time of application and throughout their employment.

Responsibilities

Identify customer needs, pain points and growth opportunities using customer insight, behavioural data and market analysis.
Develop customer propositions and service concepts that create value for customers while delivering measurable business outcomes.
Define value proposition, customer benefits, commercial value and success measures.
Prioritise opportunities using customer desirability, business viability and operational feasibility.
Own end-to-end customer journeys and design future-state experiences across physical and digital channels.
Apply service design methodologies including journey mapping, service blueprinting, co-creation, prototyping and experimentation.
Identify and prioritise customer and colleague pain points, root causes and opportunities for improvement.
Design services that are simple, scalable and deliver consistent experiences across stores, digital, contact centre touchpoints.
Translate customer needs into clear operational, process, technology and delivery requirements.
Lead cross-functional stakeholders to successfully deliver customer proposition and service improvements.
Maintain governance, ownership and prioritisation of customer experience improvement initiatives using CSX front-door process.
Utilise the customer pain point register to drive CX roadmap and successfully deliver proposition improvements.
Champion customer centricity and continuous improvement across the organisation, ensuring solutions are embedded and sustainable.