B&Q
Customer Proposition Development Manager
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Overview
Permanent
From £62,000 - £75,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (2 days per week in the office)
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Proposition Development Manager and you’ll be a big part of this.
What's the job?
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.
Key Accountabilities:
Customer Proposition
- 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.
Service Design & Journey Optimisation
- 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.
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Delivery, Governance & Continuous Improvement
- 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
What we need:
- 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.
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What's In It For You?
At B&Q, we're building more than great homes – we're building great careers.
When you join us, you'll be part of a supportive, inclusive business where your ideas matter, your development is invested in, and your wellbeing is genuinely important.
Here's what you can expect:
- Flexible & Hybrid Working - Work in a way that helps you perform at your best, balancing business needs with personal commitments.
- Career Growth & Development - Access learning, development and career opportunities across one of the UK's leading retail organisations.
- Competitive Reward Package - A competitive salary, pension and a range of financial benefits.
- Colleague Discounts - Enjoy discounts across B&Q and the wider Kingfisher Group.
- Health & Wellbeing Support - Access wellbeing resources, health support and employee assistance programmes designed to help you thrive.
- Time Away From Work - Generous holiday entitlement and family-friendly policies that support life both inside and outside work.
- A Place Where You Belong - We're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to be themselves.
- Make a Difference - The work you do will have a direct impact on our customers, colleagues and business.
Eligibility To Work
Please note that B&Q does not currently offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application and throughout their employment.
Accessibility & Disability Confident
At B&Q, we're committed to creating an inclusive recruitment experience for everyone.
If you require any additional support or reasonable adjustments to help you complete your application or throughout the recruitment process, please let us know.
If you would like to be considered under the Disability Confident Scheme, please contact us at recruitment@b-and-q.co.uk. If you meet the minimum criteria for the role, we'll consider your application in line with our Disability Confident commitments.
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