Customer Experience Strategist-Leeds

2 weeks ago

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

ENGIE is seeking a Customer Journey Manager based in Leeds to play a key role in shaping our customer journey strategy, ensuring a seamless experience across all touchpoints and platforms.

Key Accountabilities

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.

Knowledge and Skills
  • 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 competitive salary, bonus, and benefits package. Flexible working arrangements that combine remote work with collaborating in a professional office environment. A range of flexible benefits to employees alongside hundreds of retail and lifestyle discounts through myENGIE. A diverse and inclusive business environment that values and respects all employees, regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status, or any other protected characteristic.

We are an equal opportunities employer and are committed to creating an inclusive environment for all employees. We recruit and develop our people based on merit, and our goal is to attract, engage, and retain the best talent from within and outside our industry.

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