Customer Experience Strategist-Leeds

4 weeks ago


Leeds, Leeds, United Kingdom ENGIE Full time

Unlock the Power of Seamless Customer Experiences

About ENGIE

ENGIE is a global leader in low-carbon energy supply and services, dedicated to accelerating the transition towards a carbon-neutral economy. Our UK energy market presence spans over 20 years, with investments focused on energy storage and renewable energy solutions.

We're committed to reconciling economic performance with a positive impact on people and the planet. As a forward-thinking organisation, we're seeking individuals who share our vision and are passionate about shaping the future of energy.

About the Role

ENGIE is recruiting a Customer Journey Manager based in Leeds, working in a hybrid environment that balances office and remote work. This role offers a competitive salary, bonus, and benefits package, as well as opportunities for growth and development.

The successful candidate will play a key role in shaping our customer journey strategy, ensuring a seamless experience across all touchpoints and platforms. This involves developing comprehensive customer journey maps, identifying key touchpoints, and creating smarter solutions that enhance the customer experience.

Key Responsibilities

  • Develop and implement customer journey maps to understand and document the end-to-end customer experience
  • Identify and prioritise key touchpoints and moments of truth throughout the customer lifecycle
  • Collaborate with stakeholders to drive continuous improvement initiatives based on customer feedback and market trends
  • Measure and evaluate the success of implemented strategies, making adjustments as needed
  • Leverage CRM tools and other technologies to streamline processes and enhance the customer journey
  • Stay up-to-date on emerging technologies that can improve customer experience
  • Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success

Requirements

  • Understanding of project and programme management techniques and risk management
  • 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 of customer needs, behaviours, and preferences through their journey
  • Ability to develop strong relationships and work effectively across multiple teams
  • Excellent communication and facilitation skills
  • Ability to analyse commercial performance, customer insight, and journey funnel data

What We Offer

We're committed to creating a diverse and inclusive work environment that values and respects all employees. Our benefits package includes flexible working arrangements, a bonus programme, life assurance, income protection, employer pension contribution, and access to a range of healthcare benefits through myENGIE.

Join Our Team

At ENGIE, we're passionate about accelerating the transition towards a carbon-neutral economy. If you're a motivated and innovative individual who shares our vision, we encourage you to apply for this exciting opportunity to shape the future of energy and customer experiences.



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