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Customer Experience Manager

2 months ago

Warwick, United Kingdom Pontoon Solutions Full time

Job Title: Customer Experience Lead

Location: Warwick (hybrid) once a week in office

Pay: £500 per day inside umbrella

Duration: 12 months


Are you passionate about designing exceptional customer experiences? Are you driven to create seamless and efficient digital platforms and products? If so, our client is seeking a talented Customer Experience Lead to join their team. As a Customer Experience Lead , you will play a crucial role in enhancing our client's connections process and ensuring a customer-focused approach. Join an organisation that is dedicated to moving towards a zero-carbon electricity system and making a lasting impact on the future of Great Britain.


Key Responsibilities:

  • Gather and analyse user data using a variety of research tools and techniques to derive actionable insights and recommendations for the connections process.
  • Plan and execute user research, utilising both qualitative and quantitative methods such as interviews, usability testing, surveys, and competitive analysis.
  • Collaborate with cross-functional teams to translate research findings into well-designed products and services that deliver an exceptional customer experience.
  • Advocate for the customer throughout the product development lifecycle, ensuring that user needs and preferences are considered at every stage.
  • Conduct workshops, presentations, and demonstrations to effectively communicate user experience findings and recommendations to stakeholders at all levels.
  • Stay up to date with the latest trends, tools, and methodologies in user research and user-centred design, continually evolving your craft to maximise impact.


Qualifications and Skills:

  • Proven experience in leading UX strategy and design for digital products and services, ideally within the energy or utility sector.
  • Strong understanding of UX principles, methodologies, and best practises, including user research, information architecture, interaction design, and usability testing.
  • Demonstrated ability to manage multiple projects and deliverables in a fast-paced environment.
  • Excellent communication, presentation, and stakeholder management skills.
  • Strong analytical and problem-solving skills with a data-driven approach to decision-making.
  • A passion for creating user-centred designs that solve complex problems and enhance the customer experience.
  • Product experience would be beneficial, as CX enhancements will require turning into User Stories in the product backlog.


Join our client's dynamic and collaborative team where you will have the opportunity to make a difference in the energy sector. Embrace the challenge of driving customer-centric innovation and be part of their mission to achieve a zero-carbon electricity system. Apply now and be at the forefront of shaping exceptional customer experiences for the future.


Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.