At Sovereign Network Group (SNG), we're committed to delivering not just homes, but thriving communities and outstanding customer experiences. To support our ambitious journey, we're looking for a Customer Innovation Lead to shape and deliver innovative propositions that meet the needs of our diverse customer base.
About the Role
As a, you'll play a pivotal role in defining and developing SNG's customer value proposition portfolio.
Working closely with colleagues across the organisation, you'll use customer insights, segmentation models, and data to design inclusive, impactful, and financially viable propositions.
You'll also collaborate with the Customer Experience Manager and Customer Experience Specialists to address customer pain points, optimise digital and assisted experiences, and drive continuous improvement.
You'll be based in our office in Basingstoke combining both office and home working to ensure a positive work / life balance.
Key Responsibilities
- Own and evolve SNG's customer segmentation model and ensure its practical application across propositions and services.
- Design, test, and implement new customer value propositions, ensuring they are inclusive, accessible, and deliver real benefits.
- Use customer insights, data, and research to inform proposition design and measure performance.
- Collaborate with internal teams and external research agencies to identify opportunities and innovate solutions to customer challenges.
- Partner with colleagues across SNG to optimise digital and assisted experiences, aligning them to customer needs.
- Maintain and manage the master proposition framework, ensuring alignment with SNG's customer experience strategy and corporate plan.
- Represent the Customer Experience team at senior forums, acting as a trusted advisor and advocate for customers.
- Promote a culture of customer centricity, innovation, and continuous improvement across the organisation.
What We're Looking For
- Strong experience in customer experience and innovation, with a track record of designing and implementing customer propositions.
- Excellent storytelling, communication, and influencing skills – able to engage stakeholders at all levels.
- Confidence in customer journey mapping and segmentation, translating insights into actionable outcomes.
- An agile mindset, with the ability to design and deliver at pace.
- Strong organisational skills, with the ability to manage competing priorities.
- A collaborative approach, with proven success in cross-functional stakeholder engagement.
Benefits
We have some great benefits at SNG, including:
- 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
- 3 additional Wellbeing days and 2 paid volunteering days
- Generous matched pension scheme up to 12% and Life cover at 4x salary
- Enhanced maternity/adoption pay
- Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
- Options for private medical insurance, dental insurance and critical illness cover
- Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
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.
Apply today to be considered!