Customer Experience Strategist

1 week ago

Leeds, Leeds, United Kingdom ENGIE Full time
About the Role

We are seeking a highly skilled Customer Journey Manager to join our team in Leeds. As a key member of our organization, you will play a crucial role in shaping our customer journey strategy, ensuring a seamless experience across all touchpoints and platforms.

Key Responsibilities
  • Develop comprehensive customer journey maps to understand and document the end-to-end customer experience
  • Identify key touch points and moments of truth throughout the customer lifecycle
  • Responsible for the end-to-end customer journey, experience and performance of the customer journeys
  • Create smarter and more customer-friendly solutions that make our customer journeys easy, intuitive and digitally led
  • Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success
  • Collaborate with key stakeholders and colleagues across the division to prioritise and deliver improved and enhanced customer journeys
  • Implement continuous improvement initiatives based on customer feedback and market trends
  • Monitor and evaluate the success of implemented strategies and adjust as needed
  • Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey
  • Stay updated on emerging technologies that can improve customer experience
  • Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success
  • Prepare and present regular reports to the leadership team, highlighting areas of improvement and success
Requirements
  • Understanding of project and programme management techniques and management of risk
  • Knowledge of B2B electricity and gas UK Retail business processes and systems is preferable
  • Familiarity with customer relationship management (CRM) systems
  • Knowledge of marketing automation tools and analytics platforms
  • Understanding customer needs, behaviours and preferences through their journey
  • Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey
  • Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast-paced agile environment
  • Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo
  • Excellent communicator and facilitator with the ability to diffuse tense situations and deal with conflict across different levels of an organisation
  • Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes
  • Challenging the business to drive for an innovative solution; 'think out of the box' and ensuring best in class solution designs
  • Evidence of making decisions which produce successful outcomes
  • Project management skills and the ability to drive cross-functional collaboration
  • Strong analytical skills with the ability to translate data into actionable insights
What We Offer

We offer a range of benefits to support your well-being and career development, including flexible working, a bonus programme, life assurance, income protection, employer pension contribution, and access to myENGIE, our employee benefits platform.

We are an equal opportunities employer and welcome applications from diverse candidates. Our goal is to create an inclusive environment where everyone feels valued, respected, and included. We are committed to tackling inequalities and creating a diverse and inclusive business.

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