CX Transformation Lead

Working closely with the Head of Customer Solutions, you’ll come in, understand the current landscape, identify the immediate risks and limitations, define the capabilities the business needs for the future and then evaluate the market to determine the right technology strategy.

What will you actually do?

Initially, you’ll work across Marketing, Technology, Data, Product and Operations to understand the AS-IS landscape and define the future requirements.

You’ll then take ownership of questions such as:

• What capabilities do we actually need?
• How should customer data and identity underpin communications?
• How do we create genuinely personalised customer journeys?
• How should marketing and transactional communications work together?
• What should be automated?
• Where can AI improve personalisation, speed and efficiency?
• What technology/platform is best placed to deliver it?
• And how do we migrate without disrupting business-critical customer communications

From there you’ll lead the platform and vendor evaluation process, potentially including RFI/RFP, demos, technical assessments and proof-of-concepts, assessing options across capability, architecture, integrations, data, security, scalability, cost and implementation complexity.

Once the platform is selected, you’ll coordinate internal teams, technology vendors and implementation partners through solution design, configuration, integrations, data migration, testing and launch.

Sound interesting and like you?

If you’ve led the selection and implementation of a major MarTech / Customer Communications platform, built or transformed an enterprise CRM/CDP and customer communications ecosystem AND run an RFP and vendor selection across platforms such as Salesforce, Adobe, Braze or similar, this role is for you!!

• Strong understanding of technology supporting marketing and transactional customer communications, including customer data, CRM/CDP, marketing automation, journey orchestration, identity, consent and personalisation.
• Demonstrated experience evaluating, selecting and implementing enterprise technology platforms.
• Experience leading RFPs, vendor evaluations and technology selection programmes.
• Proven experience taking technology transformation from strategy and selection through implementation, migration and transition into BAU.
• Experience leading complex platform migrations involving data, integrations, communications and customer journeys.
• Experience with enterprise customer communications technologies such as Salesforce, Adobe Experience Cloud, Braze or comparable platforms.
• Experience with Salesforce Marketing Cloud, Data Cloud/Data 360 or comparable customer data and communications technologies.