What's included

• Customer Experience Strategy

  - Develop a customer experience strategy, including capability assessment and operating model to enhance customer experience and engagement across DTC, content websites, and social media.

• Customer Experience Strategy - Implementation Roadmap

  - Develop a customer experience program roadmap with feasible workstreams, owners, milestones, and pilots for testing before expanding at scale.

• Measurement Framework

  - Create a measurement framework with detailed metrics to monitor and optimise performance over time.

• Stakeholder Management

  - Collaborate with cross-functional teams within the business to ensure viability and feasibility.