Customer Experience Strategist

4 weeks ago

Leeds, Leeds, United Kingdom ENGIE Full time

Transform Customer Experiences at ENGIE

About the Role

ENGIE is a global leader in low-carbon energy supply and services. We are reshaping the energy future by reconciling economic performance with a positive impact on people and the planet. As a Customer Journey Manager, you will play a key 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

Flexible Working

We understand the importance of work-life balance and recognise that everyone is striving to find the perfect one between work and home life. That's why we offer a hybrid working model that combines the convenience of remote work with the benefits of collaborating in a professional office environment. You'll have the flexibility to work from home part of the time, allowing you to optimise your productivity while enjoying a comfortable work setup.

Bonus Programme

We reward your hard work and dedication with a competitive bonus programme that recognises and values your contributions. Your efforts are appreciated and directly reflected in your financial rewards.

Life Assurance

We prioritise your peace of mind by offering life assurance coverage. You can feel confident knowing that your loved ones will be protected in the event of the unexpected.

Income Protection

Your financial security matters to us. Our income protection benefits ensure that you have a safety net in place, providing a valuable source of income if you're unable to work due to illness or injury.

Employer Pension Contribution

We invest in your future by contributing to your pension plan. You can enjoy the confidence and peace of mind that comes with knowing that you're building a solid foundation for your retirement.

Healthcare Cash Plan

Your well-being matters to us, which is why we provide a healthcare cash plan. You'll have access to a range of healthcare benefits, including reimbursement for medical expenses, dental and optical care, and more. Take care of yourself and your family's health without financial worries.

myENGIE

We offer a range of flexible benefits to employees alongside hundreds of retail and lifestyle discounts through myENGIE.

Diverse Employer

ENGIE's purpose is to accelerate the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions, and we know that the most successful businesses are the most sustainable ones. Diversity, equity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent, bringing the best thinking to our business from inside and outside of our industry. Our ambition is to make sure everyone at ENGIE feels valued, respected and included. We know that diverse teams have more creativity, imagination, innovation and problem-solving capabilities, so we are committed to tackling inequalities and creating a diverse and inclusive business.

Equal Opportunity

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes only. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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