Customer Experience Transformation Director - Fixed Term (12 Months)Openreach London Colney, England, United KingdomContract type: Fixed-term (12 Months)  Location: London; UK-wide travel required to engage stakeholders and teams.Closing Date: Friday 19th SeptemberOpenreach is dedicated to building the UK’s future digital infrastructure, connecting people, businesses, and communities. Join us as we embark on this exciting transformation journey, redefining what great customer experience means for everyone we serve. We are seeking an outstanding senior leader to take on a pivotal, director-level role on a 12-month fixed-term contract to spearhead our customer experience transformation agenda.Role SummaryThe Director of Customer Experience Transformation will guide Openreach through a structured journey to redefine how we serve our diverse customer base. This is a newly created role reporting to the executive committee, requiring proven expertise in leading complex, cross-functional transformation programmes in large organisations, with a focus on delivering tangible, lasting improvements to customer outcomes.Key ResponsibilitiesStrategic Leadership: Shape, communicate, and drive the customer experience transformation strategy across Openreach, ensuring alignment with corporate objectives and stakeholder expectations.Stakeholder Engagement: Build and nurture relationships with key internal and external stakeholders, including retailers, operational teams, technology partners, and regulators, ensuring their needs inform every stage of the transformation.Programme Delivery: Lead planning and execution of transformation initiatives, overseeing delivery against milestones, budgets, and performance metrics.Team Development: Inspire, develop, and mobilise multidisciplinary teams to deliver a unified approach to customer experience improvement.Change Management: Champion a “customer first” mindset, embedding it into Openreach’s culture, systems, processes, and products through effective change management strategies.Core Areas of FocusNeeds-Based Customer SegmentationIdentify and analyse key needs-based customer segments served by Openreach (e.g., residential, small business, enterprise, public sector).Define what constitutes a great customer experience for each segment, drawing on best practice, data analysis, and direct customer insight.Shape segment-specific strategies and service offerings to ensure tailored, differentiated experiences.Retailer Experience and ExpectationsEngage with Openreach’s retail partners to understand their evolving needs and expectations.Articulate what a truly outstanding customer experience looks like for retailers, including those serving end-users through broadband, telephony, and digital services.Establish mechanisms for ongoing retailer feedback and collaboration, ensuring continuous improvement and partnership.Proposition Development and DifferentiationLead development of new or evolved propositions and service enhancements addressing needs of customer segments and retail partners.Benchmark against competitors to identify opportunities for differentiation and market leadership.Collaborate with product, marketing, and operations teams to translate ideas into delivery with a clear customer value proposition.FTTP Line Growth, WLR Conversion, and Digital Inclusion: use customer insights to define propositions supporting WLR conversion and broader digital inclusion, ensuring commercial viability and sustainability.Devise strategies to accelerate Openreach’s FTTP line base, focusing on converting WLR lines to broadband solutions.Promote digital inclusion by addressing barriers to broadband adoption, especially among underserved communities.Culture and Mindset EvolutionChampion the evolution of Openreach’s culture towards a true “customer first” ethos.Translate this mindset into practical changes across systems, processes, and products with measurable customer experience impact.Design and implement training, communications, and recognition programmes to reinforce desired behaviours and values.KPI Redesign for Customer Experience ImpactAssess current KPIs and performance measurement frameworks; identify gaps and areas for improvement.Design and implement new KPIs that reflect customer experience outcomes and incentivise desired behaviours.Establish robust reporting and governance processes to track progress and ensure accountability.Person SpecificationExperience: Extensive leadership experience in customer experience transformation within large, complex, multi-stakeholder organisations (e.g., telecoms, utilities, financial services, retail, or similar sectors).Expertise: Ability to design and implement customer segmentation, proposition development, and culture change programmes at scale.Change Leader: Proven track record of driving sustained change and embedding new ways of working across diverse teams.Commercial Acumen: Strong understanding of commercial drivers and competitive dynamics in customer experience.Stakeholder Management: Exceptional communication and influencing skills; comfortable engaging from front-line staff to board members.Analytical Skills: Data-driven decision making; able to interpret complex information and translate insights into actionable recommendations.Innovation: Creative thinker able to identify new opportunities and challenge existing paradigms.Resilience: Adaptable and resilient in the face of ambiguity, competing priorities, and organisational change.Leadership StandardsLeading inclusively: Build trust through self-awareness, honesty and integrity.Owning outcomes: Make decisions that benefit the wider organisation.Delivering for the customer: Execute on clear priorities that add value to customers and the business.Commercially savvy: Demonstrate strong commercial focus with external perspective.Growth mindset: Seek opportunities for growth for self and organisation.Building for the future: Build diverse, future-ready teams where everyone can be their best.EEO note: If you don’t meet every requirement, you’re encouraged to apply anyway. We are committed to a diverse, inclusive, and authentic workplace.Seniority levelNot ApplicableEmployment typeFull-timeJob functionBusiness Development and SalesIndustries: Telecommunications #J-18808-Ljbffr