Customer Experience Design Lead

3 weeks ago

Solihull West Midlands, United Kingdom E.ON 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 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 workingand 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.
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