Customer Experience Design Lead

3 weeks ago

Solihull, United Kingdom myGwork Full time

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £8billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.

We have an exciting opportunity for a Customer Experience Design Lead to join our Customer Experience and Improvement team on a 12-month fixed-term contract basis. For this role, you will report into the CX Senior Lead and be responsible for delivering brand new insight led customer journeys and helping to implement and embed them within the organisation as part of the Customer Experience and Improvement Roadmap strategy. This role offers a great opportunity to work with various stakeholders across the business to improve Net Promoter Score (NPS) and Customer satisfaction (CSAT). This role offers the hybrid working approach, where you will be working in the office (Solihull) approximately 2 days per week.

Key responsibilities

  • Leading the design and development of detailed ‘as is’ and ‘to be’ Journey maps, capturing all critical touchpoints, moments that matter, interaction, and emotion experienced by Customers and Third Party Intermediaries (TPI's).
  • Employing service blueprinting techniques to visualise front-end and back-end processes underlying each journey.
  • Conducting regular workshops with colleagues and stakeholders to gather insights, validate Journey maps, and identify areas for improvement.
  • Consider all available insights i.e. external customer research, internal operational metrics and feedback from colleagues as actionable intelligence and compelling reasons for change.
  • Using digital tools and platforms to create interactive Journey maps that can be easily shared, updated, and iterated upon.
  • Collaborating with cross-functional teams to ensure Journey designs are actionable, highlighting areas for process improvement and innovation.
  • Presenting detailed Journey maps, insights, and recommendations to the Customer Experience and Improvement team, and broader internal stakeholders, ensuring alignment with the overall customer roadmap.
  • Create, sign off and deliver Journey concepts/ initiatives supported by business cases, working with the Customer Experience and Improvement Senior Leads.
What we need from you
  • Proven track record of delivering excellent customer and colleague experiences and driving engagement from within a CX Team.
  • Expertise in Journey mapping, service blueprinting, and user experience design (refining, presenting, delivering).
  • Proficiency in using digital tools and platforms specifically designed for Journey mapping and design.
  • Confident communicator - able to interpret complex data / research and translate information for different audiences and levels of understanding.
  • Ability to produce high quality professional presentations and designs, sourcing data to support Business cases for change.
  • Solution driven mind-set, dedicated to finding pragmatic solutions to difficult problems with high standards of drive and determination to succeed and deliver.

It would be great if you had

  • Experience with large transformation / continuous improvement programs / production systems / business systems.
  • Experience in partnering model at multiple levels of the organisation from front line to executive.
  • Design experience within the energy industry.
Here’s what you need to know
  • Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022 As the only energy company to feature in The Inclusive Top 50 UK Employers (our current ranking is 8th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.
  • We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.
  • As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.
  • We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career. 

  • Customer Experience Design Lead

    1 month ago

    Solihull, United Kingdom E.ON Full time

    Customer Experience Design Lead **Here's what you'll be doing** The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £8billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK. We have an exciting opportunity for a Customer...

  • Customer Experience Design Lead

    4 weeks ago

    Solihull (B ES), United Kingdom E UK PLC Full time

    The E.ON I&C Pillar combines the current nPower nBS & E.ON B2B businesses to create a new £8billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK. We have an exciting opportunity for a Customer Experience Design Lead to join our Customer Experience and...

  • User Experience Designer

    3 days ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital DesignerSalary: £40,000 Location: Solihull, on-site Company Overview:A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital Designer,...

  • User Experience Designer

    3 days ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital Designer Salary: £40,000 Location: Solihull, on-site Company Overview: A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital...

  • User Experience Designer

    19 hours ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital DesignerRead all the information about this opportunity carefully, then use the application button below to send your CV and application.Salary: £40,000 Location: Solihull, on-site Company Overview:A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to...

  • User Experience Designer

    2 days ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital DesignerSalary: £40,000 Location: Solihull, on-site Company Overview:A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital Designer,...

  • User Experience Designer

    2 days ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital DesignerSalary: £40,000 Location: Solihull, on-site Company Overview:A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital Designer,...

  • User Experience Designer

    3 days ago

    Solihull, United Kingdom Digital Waffle Full time

    Job Role: Digital DesignerSalary: £40,000 Location: Solihull, on-site Company Overview:A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital Designer,...

  • Senior Product Designer

    6 days ago

    Solihull, West Midlands, United Kingdom Trust Wallet Full time

    Sign in to save Senior Product Designer at Trust Wallet . Trust Wallet is a decentralized, multi-chain mobile wallet loved by millions for its speed, security, and ease of use. Trust Wallet provides a secure wallet to send, receive, stake, and store more than one million cryptocurrencies on 68 blockchains, including Ethereum and EVM chains, Solana,...

  • User Experience Designer

    3 days ago

    Solihull, West Midlands, United Kingdom Digital Waffle Full time

    Job Description Job Role: Digital Designer Salary: £40,000 Location: Solihull, on-site Company Overview: A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team....

  • User Experience Designer

    3 days ago

    Solihull, West Midlands, United Kingdom Digital Waffle Full time

    Job Role: Digital Designer Salary: £40,000 Location: Solihull, on-site Company Overview: A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital...

  • User Experience Designer

    23 hours ago

    Solihull, West Midlands, United Kingdom Digital Waffle Full time €40,000

    Job Role: Digital Designer Salary: £40,000 Location: Solihull, on-site Company Overview: A leading provider of automotive solutions and services, specialising in the wholesale distribution of high-quality motor vehicles and parts to dealerships and retailers across the country is seeking a Digital Designer to join the marketing team. As a Digital...

  • Complaints and Customer Experience Assistant

    1 month ago

    Solihull, United Kingdom Linnaeus Full time

    **Overview** Do you have a passion for animals, experience in delivering great client experience and an ability to find solutions to problems? An exciting opportunity has arisen in the Linnaeus Group for a Complaints and Customer Experience Assistant. Location will be a mix of working from home, visiting practices and from the Linnaeus Support Office in...

  • Complaints and Customer Experience Assistant

    1 month ago

    Solihull, United Kingdom LINNAEUS VETERINARY LIMITED Full time

    **Location**: First Floor, Friars Gate, 1011 Stratford Rd, Shirley, Solihull Hours: Full time **Overview** Do you have a passion for animals, experience in delivering great client experience and an ability to find solutions to problems? An exciting opportunity has arisen in the Linnaeus Group for a Complaints and Customer Experience Assistant. Location...

  • Logistics Engineering Solution Design Lead

    2 days ago

    Solihull, United Kingdom Jonathan Lee Recruitment Remote Work Freelance Full time

    Logistics Engineering Solution Design Lead – 39609 Rate: £40.78/hr Umbrella – inside IR35 Division: Manufacturing Engineering Contract Position based near Solihull Position Description: Position Description: This is initially a short term Logistics Engineering Solution Design Specialist role, covering the early concept phases of a potentially large...

  • UX Designer

    4 weeks ago

    Solihull, United Kingdom Gleeson Recruitment Group Full time

    Gleeson are delighted to be partnering with a market leading, financial services business in Solihull who are looking for a UX Designer to join their team - please note, this role will require you to be based out of the office 2 days per week.This is a vital hire for the business. You will be required to to drive the business forward by designing,...

  • Subject Lead of Design Technology

    3 hours ago

    Solihull, Solihull, United Kingdom Hampton High Full time

    Subject Lead of Design Technology MPS+TLR2bWe are seeking to appoint an inspirational and committed Subject Lead of Design Technology to join Hampton High. The ability to offer a second subject to at least KS3 would be an advantage. The successful candidate will be joining the school at an exciting time. Hampton High is a mixed comprehensive school, which...

  • Design Engineer

    2 days ago

    Solihull, United Kingdom Rise Technical Recruitment Limited Full time

    **Design Engineer**: - Solihull_ £34,000 - £40,000 + Great Training + Long-Term Career Development + 33 Days Holiday + Social Company + Great Company Benefits Excellent opportunity for a Design Engineer to join a global market leader, in a fast-paced role where you'll be able to see your designs come to life on the manufacturing floor. On offer is the...

  • Salesforce Developer

    2 weeks ago

    Solihull, United Kingdom JELD-WEN Full time

    Salesforce Developer - Experience Cloud Date: May 10, 2024 Location: Solihull, GB, B91 2AA Company: Jeld-Wen Inc. Your Role Reporting to the Salesforce Platform Manager you will be instrumental to the expansion of the European Salesforce solution, a key deliverable on our transformation project roadmaps. Features will be built on...

  • Senior Design Manager

    4 weeks ago

    Solihull, United Kingdom Strabag UK Limited Full time

    Aufgaben This is a sited based role on multiple projects depending on size/complexity. Lead and manage the design process in accordance with the design programme and designmanagement control documents (DMP, DIRM, IRS etc). Lead and contribute to design team meetings, including specialist sub-contractor workshops. Drive quality outcomes that enhance...