Customer Experience Lead

**Customer Experience Journey Lead**

At Affinity Water, we’re at the start of an exciting journey to tell our brand story to our consumers and to reinvent ourselves as a brand that plays an important role - beyond supplying water - in people’s lives.

To do this we’ve formed a new Marketing and Experience team and we’re hunting for exceptional people in and around our regions to join us in our mission to help our consumers save water, act as stewards of the local environment and to offer simple, effortless experiences when they interact with us.

We have an exciting position for a skilled Customer experience lead to help us develop and implement sustainable and simple customer journeys.

As a Customer Experience Journey Lead, you will focus on demand management and supporting SOS: Save our streams campaign activity which is key to the future state of the UK’s water. However, you will still be involved in other activities across customer experience.

If you think you have the tenacity, clarity, purpose, and passion to take on the challenge this is the role for you.

Reporting into the Customer Experience Manager and will be an integral part of driving forward our third brand gene - effortless experiences.

**You will**:

- Be the creator and have end to end management of customer journeys and their associated communication formats
- Lead on change initiatives in the optimisation of our customer journeys across the business, ensuring they are fit for purpose and drive real life improvements to the way we work.
- Map ‘as is’ and ‘to be’ customer journeys, create roadmaps and action plans
- Be responsible for the inputs to Monthly CX reviews with key stakeholders to drive systematic improvement
- Be responsible for the day-to-day management of the governance to support the CX Strategy, working with the Customer Experience Manager to ensure scalability and cost-effective approach.
- Run cross-functional workshops to drive systematic improvement
- Define customer needs using market, competitor and customer insight and data
- Own and monitor the end-to-end customer experience and performance for customer journeys
- Build strong and collaborative relationships with key stakeholders across the organisation and with key suppliers to deliver systems, processes, product, and experience improvements which will improve customer satisfaction
- Actively manage improvements to our key journeys to ensure we deliver the best customer experience and own prioritisation with the wider business
- Build business cases that deliver on the long-term customer plan, working with finance and wider business to track success
- Work closely with the Insights team to complete both qualitative and quantitative research across our framework and journeys
- Work closely with our demand management, Metering IT, Product, Operations, and field teams to influence how our journeys can enhance the experience for our customers.
- Contribute to defining future customer journeys to continuously inform our strategy

**Your key stakeholders will be**:

- Marketing Campaign Consultant - SOS: Save Our Streams Campaign
- Marketing & Experience Programme Manager
- Head of Marketing & Experience
- Consumer Communications Manager
- Customer Experience Manager
- Head of Demand & Metering

**You must have the following skill, experience, and outlook**:

- Customer experience professional
- Experience of working in a service-oriented business
- Energetic and dynamic - be the power behind customer initiatives, spot opportunities and problems and resolve them
- Influencing & engaging - ability to engage with people across the business, influence and build relationships and take them on a journey to improve the customer experience
- Conflict resolution - ability to manage conflict and compromise to get to a practical solution
- Organisational skills and self-motivation paramount
- A passion for the customer, ensuring we do what's right for the customer every time
- An ability to work collaboratively with and influence senior stakeholders and wider areas of our business
- Demonstrated strategic thinking and the ability to simplify complex journeys into clear concise stories and action at a senior level, production of monthly of exec level updates
- Clear passion for being customer led

**What we offer**:

- We offer a dynamic challenging job in a friendly working climate. You will have the opportunity to create, shape and drive something new for Affinity water. We offer a competitive remuneration package, including some brilliant benefits. You will have a great deal of responsibility with endless opportunity for impact and freedom for initiatives. Given the nature of the role, a certain level of flexibility in working hours is important.

**Benefits include**:

- Salary is based on experience
- Hybrid working - Office based 2-3 days per week
- Company annual bonus
- 27 days holiday
- SMART Pension Scheme - we double match your contribution to 12%
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