Customer Journey Owner

6 days ago

Perth, United Kingdom SSE Full time

**Base Location**: Portsmouth/Havant or Perth (Scotland)

**Salary**: £52,285 - £60,730 + a range of benefits to support your finances, wellbeing and family.

**Working Pattern**: Permanent | Full Time | Flexible First options available | Hybrid - office based 50% of the working week.

As a Customer Journey Owner in our Customer Service and Experience Design team, you will oversee end-to-end digital customer journeys at SSEN Distribution.

You'll manage change initiatives, collaborating with stakeholders and senior leaders to improve customer experiences and align with future goals.

You'll provide guidance to department heads on performance improvements. Working with other Journey Owners, you'll identify and implement solutions to enhance digital channels.

Additionally, you'll serve as Product Owner for digital products like the SSEN Website, apps, and social media channels.

We're looking for someone who's creative, someone passionate about customer experience and can use their service design skills and customer insights to shape and drive the journey they manage.

**You will**

In this role, you'll oversee our digital customer experience, leading a digital service designer and content editor while working with the wider Customer Service and Experience Design team.

You'll also team up with tech, data, development, and key stakeholders to find and deliver improvements.
- **Champion**: Be the voice of the customer, getting to know their needs, behaviours, and goals.
- **Lead**: Use the best industry methods to create services and products that work for our customers.
- **Imagine**: Always stay creative, looking for new ways to make things better for our customers.
- **Care**: Put people first: whether it's the team, colleagues, or customers, to create great experiences.

**You have**
- Experience in customer service and/or digital, with a focus on implementing solutions and managing product improvements.
- Proven ability to manage projects through the full implementation lifecycle.
- Experience with UX design, content management systems (e.g., Optimizely), and analytical tools (e.g., Google Analytics) would be an advantage.
- Product Ownership or Project Management experience or qualifications are a plus.

**About SSE**

SSE has a bold ambition - to be a leading energy company in a net zero world. We're transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

**Flexible benefits to fit your life**

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

**Work with an equal opportunity employer**

**Ready to apply?**

LI-DIST

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