Customer Experience - Change manager

About us 

DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and papermaking operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our purpose of ‘Redefining Packaging for a Changing World’ and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society – replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions. 

About the role  

We are currently embarking on a customer experience transformation journey. An essential part of our growth plan, this transformation will be at the heart of shaping internal and external activities for our organisation and valued customers in the future. 

Our aim is simple – to become our customers` partner of choice by enhancing their experience and gaining their loyalty. To do this we require a CX Change Manager to help lead this global transformation. 

Your remit will include but not limited to: 

• Lead the change management strategy and agenda for the CX transformation whilst ensuring alignment to other strategic objectives 

• Lead change management projects or change management and stakeholder engagement workstreams in CX projects 

• Create a change strategy that is targeted and phased. And you will build a network across the markets to deliver it effectively 

• Utilise experience to lead and support the entire change journey from sparking the change to execution and embedding it in business 

• Work closely with relevant functions to deliver change enablers, like HR, IT and internal communication 

• Leverage digital tools to reach a wide audience and encourage two-way engagement 

• Leverage HR cycles and tools to embed new ways of working  

• Define the language and definitions used in the transformation together with the targeted internal stakeholders and aligned to corporate frameworks. 

• Develop a communications strategy to bring customers to life in every part of the organization 

• Understand in detail the DS Smith stakeholder landscape and ensure that the right stakeholders are involved in all the right CX Projects. 

About you 

Minimum requirements:  

• Significant experience driving transformational programmes in large organisations that impact all levels, on customer centricity, digitalisation, or innovation topics 

• Experience in a complex, international, matrix organisation, preferably in a B2B environment 

• Demonstrable knowledge in a broad variety of change management methods and tools. Familiar with project management approaches, tools and phases of the project life cycle 

• Ability to work at a high-level change management agenda as well as get down to developing detailed content and messaging 

• Exceptional communications skills and ability to influence multiple stakeholders to drive change at different levels 

• Strong business acumen, adaptability and understanding of organisational issues and challenges 

Benefits

• Competitive salary 

• Discretionary bonus 

• 25 days holiday plus bank holidays  

• Car allowance 

• Pension scheme, life assurance and income protection 

• Private medical insurance 

• Salary sacrifice electric car scheme 

• Employee Assistance Programme

• Employee Discounts 

• Cycle to work scheme 

Location: London/Hybrid (2 days per week working in our Paddington office) 

International Travel: c. 20%