Customer Experience Specialist

3 weeks ago

Belfast, United Kingdom SSE Full time

**About the Role**

**Base Location**: Dublin or Belfast

**Salary**: €39,600 - €59,400 (ROI) or £26,000 - £39,000 (NI) + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

**Working Pattern**: Permanent | Full Time | Flexible First options available

**What is the Role?**

Our Customer Experience Specialist will play an integral role in bringing the various components of the customer experience landscape to life for our people. You’ll nurture an acute understanding of the ‘as-is’ customer journeys in operation and being encountered by our customers, throughout the business. The acknowledgement and output of which, will power collaboration, positive action and continuous optimisation internally. In this role you will:

- Conduct internal research, identifying and engaging with the many available reference artefacts that will support your learning and understanding of the SSE Airtricity customer journeys
- Interpret customer and operational data, feedback and insights to prioritise your workload in the most effective and value-add manner for the business, enabling smarter ways of working
- Design and develop a catalogue of detailed customer journey maps, providing the business with a readily available, visual representation of the end-to-end customer experience
- Maintain and govern all relevant documentation, ensuring that information is up-to-date, accurate and adhering to all relevant internal standards
- Position yourself as a reliable, knowledgeable and influential point of contact for Operations business partners when relating to customer experience matters

**What do I need?**

To be considered for this role, we would love you to have:

- Previous experience with customer journey mapping tools and methodologies
- Knowledge and understanding of design thinking and user experience practices
- Solid knowledge of customer experience principles
- Strong presentation skills, with previous knowledge and use of the Microsoft tools suite
- Competency with data and being able to interpret and compress information in a synthesised manner

**About our Business**

SSE is a multinational energy company listed on the FTSE 100, with a vision “**to be a leading energy company in a net zero world**”. We’re investing £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division - providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. Energy Customer Solutions is made up of 2 external brands; we operate under the brands **SSE Airtricity (Ireland) & SSE Energy Solutions (GB).**

SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

**Help us power change.**

**What’s in it for you?**

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.

**Next Steps**

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.

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