HOW I HELP DIXONS CARPHONE DO THE RIGHT THING FOR CUSTOMERS

My official title may be Transformation Change Director, but when people ask me what I do at Dixons Carphone I often prefer to describe myself as ‘Chief Corporate Plumber’.

What do exactly do I mean by that?

Well, the merger of two huge businesses like Dixons Retail and Carphone Warehouse will always create the need for significant corporate engineering, as different systems, processes and people are brought together into one company. My role, as ‘Chief Corporate Plumber’, is to lead change on all those fronts and organise the ‘pipes’ of the business efficiently and effectively.

In practice, this means days spent meeting with colleagues from across the business, all of whom are responsible in one way or another for the many different change programmes we have going on. It also means looking at the higher level transformation roadmap and making sure everything fits together into a coherent whole.

To give you a better idea of the kind of transformation I am overseeing, here are a couple of examples of current initiatives that are designed to deliver real change.

Speeding up and simplifying repairs

The first involves reengineering how we deal with repairs. There was a time when a customer would be happy to wait several weeks while their phone was sent off to the manufacturer for repair. Not anymore. Many of us are now more attached to our mobile phones than to our wallets, and are reluctant to be without them even for one day.

But turning repairs around more quickly is not as easy as it may seem. We deal with 100s of manufacturers around the world and each individual manufacturer has its own returns agreement with us. So we are having to dissect all those different agreements and work out where we can simplify and speed up the process to meet our customers’ needs.

‘Say Yes More’

The second initiative I want to share with you is one called ‘Say Yes More’. Our focus here is on making it easier for our colleagues to give customers what they are looking for. Let’s go back to the subject of repairs, for example. When a customer returns a faulty product, how can we be sure that our store colleague can just say ‘Yes, I’m going to sort this out with you’ without having to put any barriers in the customer’s way?

Finding answers to question like this will make life better for customers and for colleagues as well.

Working at the heart of change

One of the things I love best about my job is that I really feel like the work I am putting in on a day-to-day basis is making a difference. Not everything is perfect at the moment, but I get great satisfaction from knowing that we as a business are striving to make things better for customers and colleagues.

To be honest, the potential to change and improve this business is one of the key things that persuaded me to join it. Making one company out of two quite different companies is no easy challenge. The opportunity to be right at the heart of that process, and to play a major role in shaping Dixons Carphone as a single entity, was impossible for me to resist.

More reasons to join Dixons Carphone

Other reasons for developing your career at Dixons Carphone? First, it’s simply one of the best retailers out there, as I know from my own experiences of working with – and for – other businesses in the industry.

Second, it’s a technology business. And as technology continues to play an increasingly large role in everyone’s lives, this means you have an opportunity to impact on customers across Europe and help them extract the maximum value out of the products they use every day.

Are you interested in doing something amazing with us? Find out more about our current Project Management jobs at Dixons Carphone.

Project Manager - https://bit.ly/2dhIWoJ

PMO Manager - https://bit.ly/2eaxcE4

Business Change Manager - https://bit.ly/2emUO6g