Paygo Journey Owner

5 months ago

London, United Kingdom OVO Energy Full time

**Role OVO-View**

**Team**: PAYGO Value Stream Team

**Salary banding**: £60,630 to £80,000

**Experience**: Expert

**Working pattern**:Full-Time

**Reporting to**:Head of PAYGO

**Sponsorship**: Unfortunately we are unable to offer sponsorship for this role.

**This role in 3 words**: Opportunity, Exciting, Rewarding

**Top 3 qualities for this role**: Innovative, Customer focussed, Commercially astute

**Where you'll work**:
At OVO, we understand that a one size fits all approach doesn't work for everyone. That's why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You'll also have the flexibility to work from home.

For this role we're looking for someone who is able to come into their closest hub 2 days per week.

**Everyone belongs at OVO**

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

**Teamworking for the planet**

Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:
We're hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we're hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

**This role in a nutshell**:
Pay as you go Energy, or PAYGO is a key part of the OVO Energy business. Simply put, it's the way that many of our customers choose to pay for their Energy, in advance by 'topping up' their meter.

The PAYGO Value Stream operates cross-functionally across our enterprise to develop this 750,000 customer, £1.4bn turnover business.

There are three elements to our mission: 1. Safeguard and protect our customers 2. Simplify the business 3. Improve value to OVO. Our PAYGO Journey Owners will play a vital role in making sure that all customer touchpoints evolve in line with this mission.

You will be joining at a key time for OVO's pay as you go energy business. We're on the journey to simplify and transform the business, but there's still lots to do.

You will lead and own one of 3 core customer journeys. Owning the strategy, roadmap and performance, you will work cross-functionally with partners across product, tech, customer care and many more to turn your ideas into customer solutions that delight.

PAYGO Journeys;
- Join / Leave / Move - creating a best in class experience at moments of high emotion for our customers. Implementing seamless journeys that just work to drive loyalty and engagement.
- Top Up - Effortless and instant. Topping up should just happen when customers want to, via their channel of choice.
- Serve / In-life - driving loyalty and engagement in the life of a customer's OVO experience.

This role is to lead the Serve / In-Life journey that includes ownership of segment C CLV and our risk and assurance team.

**Your key outcomes will be**:

- Own the performance and development of your journey. Create and socialise your 2-3 year strategy and aspirational roadmap. Gain consensus and support from across the organisation.
- Lead cross functional squads to deliver prioritised journey improvements to PAYGO journeys. Bring a customer focussed, iterative, innovation driven approach. Testing with real customers regularly.
- Define the journey channel strategy. Working with key collaborators across OVO and strategic partners to ensure consensus to execute.
- Implement industry and regulatory commitments. Ensure that our PAYGO customer journeys meet or exceed our legal and industry commitments. Look at regulation as an opportunity to innovate.
- Agree, implement and manage measures for successful journey performance monitoring and audit trails on core journeys
- Build brilliant customer experiences to drive incremental revenue growth.
- Reduce effort and failure demand, reducing our cost to operate across a £250m cost base
- Deliver core performance KPI's across all channels.
- Work with other journey owners, Head of / Director to define and agree Vulnerable Customer strategy across all PAYGO journeys.

**You'll be a successful PAYGO Journey Owner** here** at OVO if you**
- Have an ambitious spirit, you'll need to be proactive, and someone who is always up for a challenge.
- Love being close to the customer
- you'll thrive in researching and understanding customer jobs, turning these into ideas, prototypes and then customer solutions.
- Have experience in a range of customer focused tools and techniques such as design thinking, lean process improvement, agile ways of working.
- Have a large portfolio of product / journey improvements where you have driven significant customer & business benefit.
- Have extensive ex

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