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Customer Service Designer
4 months ago
**About the Role**
**Base Location**: Portsmouth or Perth
**Salary**: £38,073 - £44,257 and a range of other benefits to support your family, finances and wellbeing.
**Working Pattern**: Permanent | Full Time | Office based
We are looking for 5 Customer Service Journey Designers to join our team
As a Customer Service Designer, you'll be responsible for the support of improving Customer Journeys to provide improvement in Customer Experience and efficiency.
You will provide insight and support with a good understanding of the specific customer journeys you would be working on, holding immersive knowledge in both the customer needs and operational requirements.
As a Customer Service Designer, you will also analyse customer insights and provide recommendations on improvements required embedding a customer centric approach that is safe and drives ownership at the heart of the business.
You will work with key stakeholders, senior leaders, and business unit owners to develop a roadmap for improvement.
**Key responsibilities in this role will include**:
- Analyse Customer Insights, provide recommendations and advise on change requests of customer journeys, assessing impacts of change across processes and system changes to the customer journey.
- Build strong relationships, and bring together multiple stakeholders, both internal and external to execute on a common goal.
- Provide support to new projects on initial journey mapping and requirement setting.
- Contribute to the discovery of problem statements using data and customer insight.
- Designing, refining and communication of current and future state journey maps.
- Facilitate workshops and engage with business units to drive opportunities for improvement, acting as the primary voice of the customer.
**What do I need?**
To be considered for this role, we would love you to:
- A passion for customer experience with experience of customer process and continuous improvement methodology.
- Experience working in the Energy sector or a similar market and an understanding of regulatory requirements.
- Experience developing process maps, flow diagrams and related documentation for process redesign.
- Strong analytical and problem-solving skills, attention to detail and a focus on delivering results.
- Strong IT skills with the ability to understand the benefits of and adapt to new tech solutions quickly.
**About our Business**
SSEN Distribution powers 3.8 million homes and businesses in communities across central southern England and the north of Scotland. Our team of more than 3,500 people keep customers connected to a safe and reliable supply of electricity whilst developing the flexible networks that are vital to achieving net zero. By enabling a smarter, more resilient electricity network we're ensuring our local communities continue to receive the power they need, both now and in the future. We are consistently investing and innovating to improve network resilience and future-proof power supplies for life's changing demands, from rolling out large scale EV charging schemes to supporting small community generation projects.
**What's in it for you?**
An excellent package with 34 days holiday entitlement, 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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