Customer Experience Strategist

6 days ago

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

ENGIE is seeking a Customer Journey Manager to join our team in Leeds. This is a hybrid role, working full time Monday to Friday (2 days in our Leeds office). On offer is a competitive salary, bonus and benefits package.

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
  • Flexible Working
  • Bonus Programme
  • Life Assurance
  • Income Protection
  • Employer Pension Contribution
  • Healthcare Cash Plan
  • myENGIE
  • Diverse Employer
  • Equal Opportunity

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