Current jobs related to Customer Journey Lead - Hatfield, Hertfordshire - Affinity Water

  • Customer Engagement Communications Lead

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

    Role Overview Reporting to the Senior Customer Communications Manager, this position is designed to oversee a dedicated team responsible for crafting and executing customer outreach strategies across various platforms, including letters, inserts, emails, SMS, bills, and brochures. The role encompasses content development, scheduling of communications,...

  • Senior Customer Excellence Lead

    1 week ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Senior Customer Excellence Lead

    1 week ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Senior Customer Excellence Lead

    2 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Senior Customer Excellence Lead

    2 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Lead Shopper Insights Specialist

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About Ocado Retail LtdOcado Retail is the leading online grocery retailer, committed to delivering exceptional value and convenience to our customers. We pride ourselves on our innovative approach and our ability to adapt to the ever-changing retail landscape.Position OverviewThe Senior Shopper Insights Executive plays a pivotal role in steering strategic...

  • Lead Shopper Insights Specialist

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    Company OverviewAt Ocado Retail Ltd, we are the driving force behind the world's largest online grocery service, dedicated to providing our customers with an exceptional shopping experience. Our commitment to innovation and customer satisfaction sets us apart in the retail industry.Position OverviewThe Senior Shopper Insights Executive plays a pivotal role...

  • Senior Customer Excellence Lead

    3 days ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Senior Customer Excellence Lead

    3 days ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    About the RoleWe are seeking a highly skilled Senior Customer Excellence Executive to join our team at Ocado Retail Ltd. As a key member of our Customer Excellence team, you will play a pivotal role in driving business growth through exceptional customer experience.Key ResponsibilitiesCollaborate with cross-functional teams to develop and implement...

  • Content Management and Supplier Relations Lead

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    Are you enthusiastic about overseeing content and nurturing supplier partnerships? Join Ocado Retail as a Content Management and Supplier Relations Lead and contribute to a vibrant team focused on providing an exceptional range, equitable pricing, and convenience for our customers. As a leader in online grocery services, we continuously seek to improve the...

  • Content Management and Supplier Relations Lead

    3 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    Are you enthusiastic about overseeing content and nurturing supplier partnerships? Join Ocado Retail as a Content Management and Supplier Relations Lead and contribute to a vibrant team focused on providing an exceptional range, equitable pricing, and convenience for our customers. As a leader in online grocery services, we continuously seek to improve the...

  • Lead Shopper Insights Specialist

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Ocado Retail Ltd Full time

    Position OverviewThe Senior Shopper Insights Executive plays a pivotal role in driving strategic initiatives related to our website and app by analyzing and enhancing shopper experiences. This position requires a deep understanding of customer behavior and the ability to foster strong relationships both internally and externally to elevate the customer...

  • UX Design Lead

    2 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Group Full time

    About the RoleWe are seeking a pioneering UX Design Lead to lead the introduction of UX and UX ways of working into Ocado Logistics Technology Product (OLTP). This 12-month secondment is designed to showcase how introducing UX into the department can help underpin OLTP's requirement to become more user-focused; merging user and business needs.Key...

  • UX Design Lead

    2 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Group Full time

    About the RoleWe are seeking a pioneering UX Design Lead to lead the introduction of UX and UX ways of working into Ocado Logistics Technology Product (OLTP). This 12-month secondment is designed to showcase how introducing UX into the department can help underpin OLTP's requirement to become more user-focused; merging user and business needs.Key...

  • UX Design Lead

    3 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Group Full time

    About the RoleWe are seeking a pioneering UX Design Lead to lead the introduction of UX and UX ways of working into Ocado Logistics Technology Product (OLTP). This 12-month secondment is designed to showcase how introducing UX into the department can help underpin OLTP's requirement to become more user-focused; merging user and business needs.Key...

  • UX Design Lead

    3 weeks ago

    Hatfield, Hertfordshire, United Kingdom Ocado Group Full time

    About the RoleWe are seeking a pioneering UX Design Lead to lead the introduction of UX and UX ways of working into Ocado Logistics Technology Product (OLTP). This 12-month secondment is designed to showcase how introducing UX into the department can help underpin OLTP's requirement to become more user-focused; merging user and business needs.Key...

  • Lead Customer Solutions Engineer

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Computacenter Full time

    Overview of the Position In the role of Senior Customer Engineer, you will deliver a comprehensive array of technical assistance related to hardware, software, and networking. This includes diagnosing issues, preparing setups, and addressing service requests for both internal and external clients. Key Responsibilities Execute a diverse set of...

  • Customer Messaging Strategy Manager

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

    Overview Reporting to the Senior Customer Communications Manager, this role is designed to oversee a dedicated team responsible for crafting and executing customer communications across various platforms, including letters, inserts, emails, SMS, bills, and brochures. The position encompasses content development, scheduling of communications, customer...

  • Customer Engagement Planner

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

    Role Overview The Strategic Communications Coordinator will report directly to the Head of Marketing & Communications. This position is designed to establish the overarching project strategy, manage the creation of briefs, and develop key messaging that highlights customer advantages. The Coordinator will ensure that communication channels are...

  • Lead Operations Coordinator

    1 month ago

    Hatfield, Hertfordshire, United Kingdom Ocado Group Full time

    Ocado Group is committed to being an equal opportunities employer, ensuring that all prospective employees are treated with fairness and equality, irrespective of their gender, sexual orientation, marital status, race, color, nationality, ethnic or national origin, religion or belief, age, disability, or union membership status.Why Choose Ocado?At Ocado...

Customer Journey Lead

3 months ago

Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

If you are an amazing CX specialist who is passionate and inspiring to others, creates unbeatable customer journeys to drive customer service and satisfaction, then keep reading.


We have created a new Experience Improvement team and we're hunting for exceptional people in and around our regions to join us in our mission to help our consumers save water, act as stewards of the local environment and to offer simple, effortless experiences when they interact with us.


We have an exciting position for a skilled CX Customer Journey lead to help us develop and implement sustainable and simple customer journeys.


As a Customer Experience Journey Lead, you will focus on our key journeys to help achieve our targets in the coming years.

If you think you have the tenacity, clarity, purpose, and passion to take on the challenge this is the role for you.


Reporting into the Customer Experience Manager and will be an integral part of driving forward our principles and creating simple and effortless experiences.


You will:

  • Be the creator and have end to end management of customer journeys and their associated communication formats
  • Lead on change initiatives in the optimisation of our customer journeys across the business, ensuring they are fit for purpose and drive real life improvements to the way we work.
  • Map 'as is' and 'to be' customer journeys, create roadmaps and action plans.
  • Be responsible for the inputs to Monthly CX reviews with key stakeholders to drive systematic improvement
  • Be responsible for the daytoday management of the governance to support the CX Strategy, working with the Customer Experience Manager to ensure scalability and costeffective approach.
  • Run crossfunctional workshops to drive systematic improvement
  • Define customer needs using market, competitor and customer insight and data
  • Own and monitor the endtoend customer experience and performance for customer journeys
  • Build strong and collaborative relationships with key stakeholders across the organisation and with key suppliers to deliver systems, processes, product and experience improvements which will improve customer satisfaction
  • Actively manage improvements to our key journeys to ensure we deliver the best customer experience and own prioritisation with the wider business
  • Build business cases that deliver on the longterm customer plan, working with finance and wider business to track success
  • Work closely with the Insights team to complete both qualitative and quantitative research across our framework and journeys
  • Work closely with our demand management, Customer services, Metering IT, Product, Operations, and field teams to influence how our journeys can enhance the experience for our customers.
  • Contribute to defining future customer journeys to continuously inform our strategy

Experience

  • Customer experience design professional working in a serviceoriented business.
  • Energetic and dynamic be the power behind customer initiatives, spot opportunities and problems and resolve them
  • Influencing & engaging ability to engage with people across the business, influence and build relationships and take them on a journey to improve the customer experience.
  • A passion for the customer, ensuring we do what's right for the customer every time
  • An ability to work collaboratively with and influence senior stakeholders and wider areas of our business
  • Demonstrates strategic thinking and the ability to simplify complex journeys into clear concise stories and action at a senior level, production of monthly of exec level updates
  • Selfstarter with a "cando" attitude

What we offer:

  • We offer a dynamic challenging job in a friendly working climate. You will have the opportunity to create, shape and drive something new for Affinity water. We offer a competitive remuneration package, including some brilliant benefits. You will have a great deal of responsibility with endless opportunity for impact and freedom for initiatives. Given the nature of the role, a certain level of flexibility in working hours is important.

Benefits include:

  • Salary is based on experience


 Hybrid working
  • Office based 23 days per week is expected
  • Company annual bonus
  • 27 days holiday
  • SMART Pension Scheme we double match your contribution to 12%
  • Volunteer days
  • To name but a few of the perks.