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Job Description As a key player in a Strategic Insights unit, the role holder will work with the Director to embed customer insights and feedback into decision making in all areas of the business. The Customer
Culture team is on a mission to:
- amplify insights and feedback
- enable colleagues in all roles to understand their impact on the customer experience and
- support colleagues in accessing the right insights, at the right time
This is a new team, and therefore an exciting opportunity for an experienced Change Manager to identify opportunities to connect the dots for colleagues and enable them to make customer informed decisions, changing the cultural landscape and behaviours of colleagues. The role holder will be responsible for shaping enablement for key stakeholders, partnering with the appropriate functions to support delivery of developmental materials and programmes.
This role will help bridge the gap between customer insights and business action, driving improvements that lead to enhanced experiences and sustained commercial growth and retention.
Key Responsibilities
- Co-create a Change Management Strategy with the Director
- Identify & engage with key stakeholders that will unlock the cultural change
- Partner with the Internal Communications team to deliver against the strategy
- Input to key content and training that feeds the onboarding of new colleagues
- Support with embedding standards and best practises for Global Customer Insight
- Partner with the Project Manager on a variety of projects that address
Ways of Working & Governance across the business
- Support with the evolution of the Customer Hub – our one stop shop for Customer Insight
- Act as a bridge to translate colleague needs to SharePoint requirements
- Support with content creation
- Provide a sounding board for those creating content
Key performance indicators:
- Shift the needle on colleague behaviour with select key stakeholders
- Evidence strong partnerships with key partnering teams
- Successfully enable cohorts of RTR & PMM colleagues
- Demonstrate Benefits Realisation for the Customer Culture team
