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Customer Engagement Partner

5 months ago

London, United Kingdom Data Communications Company Full time

**The role**:
**Customer Engagement Partner**
**London or Manchester**
**Competitive Salary plus benefits**

The Major Change Customer Engagement Partner is accountable for the planning, execution and evaluation of customer engagement activity for Major Change activity (programmes and contract renewals)

**What will you be doing?**
- Lead the assessment of the impact of change initiatives on customers. Work with programme teams to articulate the identified outcome(s) on customers and translate findings into the end-to-end customer engagement approaches and plans
- Develop end-to-end Customer Engagement approach and plan for all major change initiatives.
- Build OPR metrics into all engagement approaches and plans, as well as evaluations for programmes, to ensure greater measurement and data-led approaches to Customer Engagement
- Lead on development of messaging and materials for selected channels and forums of engagement to ensure a positive and coherent narrative for DCC is being created and delivered. Advise and support Customer Engagement Delivery team colleagues with guidance on the tone and narrative for committee and forum papers/ content
- Establish strong working relationships with internal DCC stakeholders and external stakeholders to provide advice and support for teams on how to best engage with stakeholders
- Own the Feedback Summary Report and update CE approach and plans. Liaise with Change Initiative teams and Senior Customer Engagement Manager to determine how customers’ feedback will be sought, incorporated into Executive and Board consideration (where appropriate)

**What are we looking for?**
- Experience in planning, developing, and delivering business-to-business customer engagement and communications (including stakeholder mapping) for large complex transformation programmes, delivered across multiple years, with diverse stakeholders and competing priorities
- Experience of using different communications methods to achieve engagement goals. Desire to identify and understand new methods of communication and how to tailor messaging for audiences
- Resilience and tenacity to overcome challenges, adapt in a fast-paced environment and deliver results. Capable of meeting tight deadlines when under pressure
- A self-starter who is excited by the challenge of developing a strategic approach to stakeholder engagement
- A passion for using insights (external customer feedback and internal stakeholder views) to inform the design and execution of customer engagement approaches and plans

**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.

**Company benefits**:
The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

Join the DCC and discover the power of you.

**What to do now**

**Capita Opportunity Statement**
- The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.