Customer Experience Specialist

Overview

Design and improve omnichannel customer journeys for SNG, driving CX across the organisation

Key Responsibilities

• journey mapping
• omnichannel design
• data insight
• journey analytics
• experience architecture
• stakeholder engagement

Tasks

Working closely with the Customer Experience Manager, you'll support in embedding Customer Experience at SNG, including customer journey mapping, personalising experiences through use of our segmentation model and driving human centred design across the organisation. You'll work collaboratively across the whole organisation to design, measure and continuously improve our omnichannel journeys. You'll play a pivotal role in bringing the customer perspective to life for colleagues across SNG and championing the benefits of a customer first mind-set. -Embedding the Customer Experience Framework, including your design of end-to-end omnichannel journeys -Using your wealth of knowledge and experience in leveraging a range of digital technologies, to create experiences that are easy for customers to use and efficient to deliver -Establish and maintain own effectiveness by developing working relationships with all stakeholders -Navigating the customer experience and developing a rich understanding of opportunities to improve and add value utilising co-creation methods, impressive facilitation skills and a test and learn approach to developing services through iterative design -Developing, implementing and measuring customer journeys through the use of data, insight and journey analytics -Strengthening our customer journey architecture, ensuring it is aligned to the process and technology architecture and facilitates the mapping of omnichannel journeys across all products/services -Engages, influences and secures commitment to delivery of the intended customer experience, across all levels within an organisation -Providing input and assessment across customer journey aligned processes, controls, training materials, knowledge bases, and system requirements -Supporting customer experience design at SNG

Requirements

• journey mapping
• service blueprints
• personas
• facilitation
• analytical
• problem solving

What You Bring

You're a highly experienced and passionate Customer Experience professional, who is skilled in driving the Customer Experience across an organisation. A housing background is not essential, but you must be able to evidence where you've driven change and transformed the customer experience. -Drives omni-channel human centred design thinking -Possesses strong collaboration skills and communicates effectively with stakeholders, to positively influence different ways of thinking and navigate blockers -Proven knowledge and experience of a wide range of tools and methods, such as journey mapping, service blueprints and personas -Demonstrates an analytical mind-set to spot opportunities to improve customer experience and proactively drives those opportunities forward to delivery -Demonstrates superior knowledge of future trends to challenge our ways of working -Demonstrates impressive facilitation skills and translates actionable outcomes from workshops, ideation sessions and focus groups into a customer experience programme -Possesses robust problem-solving skills to prioritise issues, uses data and insights to identify opportunities and accelerates enhancements to customer experience

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Benefits

We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive. -3 additional paid Wellbeing days and 2 paid volunteering days -Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service) -Generous matched pension scheme up to 12% and Life cover at 4x salary -Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service -25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) -Chance to buy or sell holiday as part of our flexible benefits package -Options for private medical insurance, dental insurance and critical illness cover -Enhanced maternity/adoption pay

About Sng (Sovereign Network Group)

-Born from a merger of two housing associations, Sovereign and Network Homes. -Today it manages homes and serves residents across London and southern England, crafting places where families thrive. -SNG plans homes over the coming decade with significant finance deals. -By early 2025 it reported strong financial health. -Its typical projects include building affordable homes, regenerating brownfield sites, retrofitting existing properties, and partnering on shared-ownership schemes. -SNG combines regional teams—covering local housing services—with central expertise in customer engagement, development, finance, and sustainability. -SNG maintains credit ratings across major agencies. -Its ‘Homes and Place Standard’ ensures new and existing homes meet high design, quality and net-zero readiness benchmarks.

Sector Specialisms