<p><strong>Digital Customer Experience Specialist (Contract - Outside IR35)</strong></p><p><strong>Location:</strong> Hybrid - Support Centre (Redditch, 2 days per week: Tues &amp; Weds), Remote (3 days per week)<br /><strong>Contract Length:</strong> Until End of March<br /><strong>Rate:</strong> Up to £50,000 for the contract (inclusive of fees)</p><p><strong>About the Role:</strong><br />We are seeking an experienced Digital Customer Experience Specialist to support a new Digital Accelerator programme focused on optimising customer journeys across key retail categories. This role, ideal for a CX professional with a strong retail background, will drive improvements in digital experiences by analysing customer insights, mapping end-to-end journeys, and establishing best practices within our cross-functional team.</p><p><strong>Key Responsibilities:</strong></p><ul><li><strong>Customer Insight Analysis:</strong> Analyse customer data to drive journey enhancements.</li><li><strong>Journey Mapping:</strong> Create and refine end-to-end customer journey maps to identify improvement opportunities.</li><li><strong>Competitor &amp; Best Practice Research:</strong> Benchmark competitor journeys and best practices for strategic guidance.</li><li><strong>Process Mapping:</strong> Develop process maps to improve journey efficiency where relevant.</li><li><strong>Opportunity Identification &amp; Ideation:</strong> Identify areas for enhancement and support prioritisation of new ideas.</li><li><strong>Best Practice Ways of Working (WoWs):</strong> Lead in defining and establishing best-practice approaches within the team.</li></ul><p><strong>Ideal Candidate:</strong></p><ul><li><strong>Customer Experience Expertise:</strong> Proven experience in customer experience, specifically within digital journeys in a retail setting.</li><li><strong>Analytical &amp; Insight-Driven:</strong> Skilled in interpreting customer insights to inform strategy.</li><li><strong>Retail Sector Familiarity:</strong> Strong understanding of customer expectations and challenges within the retail sector.</li><li><strong>Innovative &amp; Collaborative:</strong> Able to ideate and collaborate effectively to support CX improvements.</li><li><strong>Process-Oriented:</strong> Comfortable with mapping journeys and processes to streamline the customer experience.</li></ul><p><strong>Contract Details:</strong></p><ul><li><strong>Working Pattern:</strong> 5 days per week (Tuesdays and Wednesdays in Redditch Support Centre, remaining days remote).</li><li><strong>Contract Type:</strong> Outside IR35, day-rate basis, with budget up to £54,000 through to March.</li></ul><p>This role is an exciting opportunity to make a significant impact on digital customer journeys within a fast-paced retail environment. Apply now if you're ready to contribute to a transformative project and bring industry-leading CX expertise to our team.</p>