Customer Journey Optimisation Support

2 months ago


Leicester, United Kingdom Centrica Full time

**Customer Journey Strategy Manager**

The** Customer Journey Strategy Manager **will support with optimisation of Centrica Business Solutions Enterprise customer journeys, using a variety of customer and business inputs to understand how journeys are working across all contact channels and touchpoints.

Drive improvements to Net Promotor Scores and customer metrics through delivery of tactical changes working with operational teams to ensure service excellence.

**Accountabilities**
- Ability to analyse large quantities of data to support recommendations which improve customer journeys.
- Identify customer trends in Net Promotor Scores to extract actionable insights which can be used to create a positive customer experience.
- Develop actionable customer insight from a strong customer understanding, to help identify customer pain points.
- Work with multiple internal teams to gain insight and understand internal process gaps.
- Combine multiple data sources, to understand the complete customer picture.
- Understand how customers behave across different contact channels.
- Working collaboratively with stakeholders across the business to achieve what is right for customers.
- Produce & update Customer journey maps and overlay any operational touchpoints.
- Assist with the design, implementation, and measurement of new customer journeys.
- Proactively contribute to identifying continuous improvement initiatives, developing business. intelligence to identify changes and solutions, which reduces pain points for our customers.
- Support with delivery of initiatives including digital improvements to ensure new functionalities land and embed within the operation.
- Responsible for maintaining agent tools to reflect the customer journey, so that agents can provide a better customer experience.

**Experience**
- Strong analytical skills.
- Confidence in building relationships, engagement, and stakeholder skills.
- Strong and effective communication skills; must be able to work closely with, present to and engage internal stakeholders.
- Ability to produce high quality output docs including Word and Power Point & Excel.
- Knowledge of internal processes.
- Experience in Power BI, PDM & SQL (desirable).

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it_**

**PLEASE APPLY ONLINE** by hitting the '**Apply**' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.



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