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Customer Experience Manager

2 months ago

London, Greater London, United Kingdom Vattenfall Full time
About the Role

Vattenfall is seeking a highly skilled Customer Experience Manager to join our UK Heat business. This is a fantastic opportunity to deliver lasting impact and shape the future of a growing industry.

Key Responsibilities
  • Develop and Maintain Customer Journeys: Create and refine customer journeys for B2B and B2C audiences, including digital experiences.
  • Customer Service Standard Development: Collaborate with teams to establish and maintain customer service standards, including internal and external policies and processes.
  • Customer Voice Representation: Ensure customer needs are considered in business activities, working with delivery and operations teams to achieve service and experience vision.
  • Regulatory Compliance: Monitor and assess regulatory changes, reviewing processes and working with teams to revise and improve standard operating procedures as needed.
  • Voice of Customer Programme: Execute and develop the business-wide voice of customer programme, including delivery of NPS and customer satisfaction measurement across customer segments.
  • Customer Insights and Feedback: Use insights and feedback to further develop customer journeys in collaboration with customer operations and marketing teams.
  • Customer Facing Communication: Develop customer-facing communication, collateral, and initiatives with marketing and customer operations teams.
  • Client Engagement and Training: Support business development and project delivery teams on client engagement regarding customer experience, including training to client teams.
  • Customer Experience Culture: Develop and deliver training on customer experience, building a customer-centric culture across the business and delivery partners.
  • Contract Management: Contract manage external service providers as required.
  • Customer and Community Engagement: Develop and attend customer and community engagement events representing Vattenfall.
Requirements
  • Knowledge of Consumer Services Sector: Knowledge of, or ability to learn about, the consumer services sector (utilities, communications, banking) and consumer protection regulation.
  • Heat Network Knowledge: Willingness to learn and understand heat network metering, billing, and customer service platforms and software.
  • Customer Relationship Management: Knowledge of, or ability to learn how to use, customer relationship management (CRM) tools and other digital platforms.
  • Voice of Customer Programme Experience: Experience of devising and delivering a voice of customer programme, including customer satisfaction and NPS measurement and metrics, and wider customer insights.
  • Strong Excel Skills: Ability to work with data and interrogate it effectively.
  • Teamwork and Initiative: Ability to work both independently and as part of a cross-functional team, taking initiative to drive projects forward.
  • Heat Network Sector Experience: Desirable to have working knowledge of, and experience in, the Heat Network sector, including Heat Trust and its service standards.
Qualifications
  • Performance Management Experience: Demonstrable relevant experience in performance management of contracts and delivery partners.
  • Operational Process Development: Experience in developing and implementing operational processes to improve service delivery.
  • Project Management: Experience running multiple projects and programmes, with the ability to balance commitments and priorities.
  • Consumer Services Sector Experience: Experience working within a consumer services sector (utilities, communications, banking) and consumer protection regulation (desirable).