Customer Experience (CX) Strategy Manager -- Boots UK
What it’s like to work in Boots Digital...Digital is now a significant driver of growth for Boots and continuing this is key for the success of Boots. Creating stand out digital experiences for our customers and colleagues is fundamental to our continued success. Continuously focussing on how we make it easy and engaging for customers to get what they want from Boots sits at the heart of what we do.
The digital experience team supports Boots UK, Republic of Ireland, and international providing a unique opportunity to experience the breadth of Boots. This is a close knit team comprising experts In user experience, interaction design, graphic design, front end development, delivery and customer experience strategy.
The importance of your role…This role will ultimately impact on our customers’ perception of both Boots.com and our brand. You will devise best in class E2E digital customer experience and business approach, delivering against customer expectations and supporting Boots brand values and customer strategy.You will play a key role in supporting the Head of Customer Experience in shaping future thinking and plans.What you will be doing…• Helping to create the overarching digital experience strategy for Boots UK, International and ROI.Support the creation of individual digital experience strategies to support individual businesses, always ensuring that the customer is at the heart of what we do and ensuring that the whole is greater than the sum of the parts.• Lead team of assistant CX strategy managers• Present and share agreed plans, with wider teams. Consistent high quality briefs for CX delivery team to get right first time• Explore and Understand what great customer experience looks like and interpret that for Boots. Utilise new methods, technologies and approaches to deliver for our internal customers• Work with wider business stakeholders to ensure a cross-business approach to the use of boots.com. What we are looking for…You will be passionate about understanding customers and how Boots can deliver great experiences to drive outstanding business performance. Deep understanding of digital and an “outside in focus” will be key. You will be comfortable challenging the status quo and championing digital, recognizing the relative strengths and limitations of the channel. The successful applicant should have Strong team and thought leadership as well as the ability to work with and manage a broad spectrum of stakeholders. You will have the ability to engage others and articulate your plans and thinking effectively and have the tenacity to remain true to meeting objectives.To be successful in this team you must hold an appreciation for seeing the bigger picture and impact on the wider Boots business.