Head of Customer Experience

6 months ago

Manchester, United Kingdom Data Communications Company Full time

We are Smart DCC
Together we're building a greener tomorrow

Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale - and variety - and opportunities for the people who'll help us do it.

The role

Head of Customer Experience

Hybrid Working from one of 3 Hub Locations, London, Manchester, Nottingham.

Competitive Salary plus benefits

**About the DCC**:
At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want - we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

The Role

With the rapid growth in connected devices (to in-home Smart Meter Communications Hubs) comes with an increasing risk of service interruption. Customers and consumers are becoming ever more reliant on the services DCC provides and we have to evolve our approach to reacting to customer’s needs.

We must work extensively to act as the voice of the customer internally to DCC and formalise insight that builds the case for change. You will be pivotal in surfacing insight and key metrics that identify improvements that our customers both want and need.

Building strategic relationships with senior stakeholders both internally and externally to DCC will be key to your success. You will be expected to forge relationships at Director level across DCC and to be able to speak externally to our Senior stakeholders including Service Users, OFGEM and Government.

You will have extensive experience in developing and implementing strategies which measure and improve customer satisfaction. With a particular focus on both Customer Effort scores and DCC’s incentive mechanisms.

What will you be doing?

Deliver improvements in our existing customer effort scores, create new journeys and ultimately create/capture insight that leads to positive improvements for our customers and DCC.#
Development and ownership of our Customer Experience Strategy.
Working collaboratively with wider Operational Directors and their teams to support the shape and design of the wider service offering and capabilities. To support the building out a short to long term Operating Model that better aligns to both customers and DCCs needs.
Elevating thinking through positive challenge through appropriate medium to colleagues to evolve thought processes and improve outcomes.
Be accountable for High Level Escalations, and where appropriate consumer complaints.
Management and coordination of VIP and stakeholder visits.
Own KPIS relating to both customer journeys and customer effort. Create alongside other stakeholders glidepaths to improvement and build ownership of actions to realize them.
Own delivery of established corporate and incentive measures relating to service users.

What are we looking for?

Experience in strategic roles in a technology, energy or telecommunications company with exposure to the challenges of managing embedded and integrated software.
Experience in successfully managing functional budget to a high level of accuracy and positive outturn.
Significant experience leading service improvements or focusing on customer experience
Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
Able to contribute and make decisions at a senior level and be comfortable being the ‘go-to’ expert in the field of Service Assurance and proactive operations. Equally able to operate at a strategic level with customers, partners and executives.
Exceptional interpersonal, verbal and written communication and proven ability to communicate with all levels of employees at all levels up to and including the Board.
Ability to Influence, negotiate and persuade to solve customer and business problems effectively.
Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement.
Considerable experience in organisations that manage and transact high levels of data.
Demonstrated ability to lead, develop and manage others. Motivates and holds team accountable for delivering results.
Proven thought leadership, innovation, and behavioral management experience.
Customer focused; works hard to understand what Smart DCC and its partners need from the network a

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