Cx Strategy Consultant

**ABOUT THE JOB**
- Ownership of the Makers of Happy Customer Centricity Movement - ensuring full adoption by all colleagues globally;
- Define and develop content and initiatives to drive engagement with the programme, including the management and enhancement of our Smile ‘Customer Hub’;
- Creation of a Makers of Happy measurement framework and ongoing reporting to understand performance and highlight areas of focus;
- Contribute to the development of the customer experience roadmap with the Group Customer Experience team;
- Assess customer experience data and insight from all business areas to identify customer needs/wants for customer experience and gaps in the current customer journey;
- Develop long term and tactical strategies and initiatives to deliver improvement in the customer experience to deliver a positive impact on business objectives and alleviate customer pain points;
- Manage and co-ordinate customer experience projects on behalf of the Group, working with source market teams, and teams across the organisation, to ensure delivery. Monitor progress against the plan regularly and adjust where needed. Clarify interdependences, align plans and resolve impediments with stakeholders;
- Embed a consistent approach to customer experience journey management across all markets and supporting with training, best practise guidance etc.
- Provide business cases for strategic projects;

**ABOUT YOU**
- You have a true passion for customer experience;
- You have a previous experience with changing the internal culture of an organization;
- You understand how to develop and implement customer experience initiatives;
- You have experience of managing and delivering multiple projects in parallel within time and budget constraints;
- You have an expertise in customer experience journey design and implementation with cross-functional teams/ in matrixed organisational structure;
- Commercially astute and able to reconcile business imperatives with customer needs and wants. Able to think laterally and creatively, but understands the commercial / cost aspects of customer experience so able to recommend balanced customer experience solutions - innovative, differentiated and cost effective;
- Awareness of operational, commercial or cultural constraints that may affect any customer experience;
- You are an excellent communicatior who also has great presentation and networking skills with a an ability to deal with stakeholders at varying level of seniority;

**ABOUT THE OFFER**

At TUI, you will be working in an international team who are working with forward thinking methodologies like Lean and Agile.

TUI offers a competitive salary.

Working at TUI also means further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA.

At TUI, you will be working in an international team who are working with forward thinking methodologies like Lean and Agile.

TUI offers a competitive salary.

Working at TUI also means further benefits such as generous holiday discounts, great rates with foreign exchange and discounts with retailers.

We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA