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Customer Journey & Experience Manager
| Posting date: | 19 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £42000-58000 per annum |
| Hours: | Full time |
| Closing date: | 01 September 2024 |
| Location: | Exeter, EX4 6JX |
| Company: | EDF |
| Job type: | Permanent |
| Job reference: | 29973-42764376 |
Summary
EDF Energy is a core part of the EDF Group, one of the largest energy companies in Europe with key business operations in the UK, France, Italy and Belgium. We're the UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain, the largest supplier to British businesses and we employ more than 13,000 people. We operate nuclear, coal and gas power stations, wind farms, and combined heat & power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We are playing a leading role in new nuclear build in the UK to secure a bright future for the combined business and its employees.
Customer Journey and Experience Manager
Do you have strong experience in leading customer experience initiatives and driving transformational change?
If so, we may have the perfect opportunity for you as a Customer Journey and Experience Manager!
The Opportunity
As a pivotal leader in the Customer Experience & Business Improvement Team, your mission will be to transform and inspire our teams to deliver the ultimate customer experience. You will be responsible in capturing the Voice of the Customer, analysing their journey, and transforming insights into actionable strategies that enhance and optimise the customer experience.
You will work closely with the teams within Mid-Market -sales, performance, compliance, customer services teams and the broader EDF Business Solutions teams. You will need to steer your immediate team and engage and influence stakeholders across departments.
Pay, benefits and culture
Alongside a salary starting from £54,400 and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.
Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.
Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. However you will be required in the Exeter office on a monthly basis (minimum).
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.
We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
- Voice of Customer: You’ll be responsible for designing and executing survey-led data collection focused on the relationship and journey customer experience. Analysing feedback through a mixture of bespoke tools and standard analysis techniques.
- Customer Journeys: Taking a customer perspective, you will use the tools available to identify and analyse key customer journeys calling out the pain points/moments of truth for our customers and engaging relevant stakeholders to share insight.
- Customer Feedback: You will champion the interpretation and application of surveys and their value across multi-channel stakeholder teams.
- Insight Delivery & Change: You’ll be directly responsible for extracting, manipulating and crucially interpreting the wealth of information available to inform the business on key customer journeys to advise, direct and implement change.
- Data driven: Providing timely and comprehensive reporting, utilising statistically significant data to produce a prioritised action log.
- Stakeholder Engagement: You must cultivate relationships with key stakeholders often challenging them on performance.Who you are
We’re looking for someone with a proactive and creative mindset to evolve our customer experience to drive more value. You’ll need to have excellent communication and interpersonal skills with the ability to collaborate and influence at all levels.
You’ll have a passion for creating remarkable customer experiences and a deep understanding of customer engagement channels and CRM technologies. You will also have excellent relationship skills to independently host business reviews, attend industry events and hospitality.
If you have exceptional analytical skills to interpret customer insights and translate them into actionable strategies, then we’d love to hear from you!
Closing date for applications: 01.09.2024Location: Home working/Exeter
Join us and together we can help Britain achieve Net Zero.
Customer Journey and Experience Manager
Do you have strong experience in leading customer experience initiatives and driving transformational change?
If so, we may have the perfect opportunity for you as a Customer Journey and Experience Manager!
The Opportunity
As a pivotal leader in the Customer Experience & Business Improvement Team, your mission will be to transform and inspire our teams to deliver the ultimate customer experience. You will be responsible in capturing the Voice of the Customer, analysing their journey, and transforming insights into actionable strategies that enhance and optimise the customer experience.
You will work closely with the teams within Mid-Market -sales, performance, compliance, customer services teams and the broader EDF Business Solutions teams. You will need to steer your immediate team and engage and influence stakeholders across departments.
Pay, benefits and culture
Alongside a salary starting from £54,400 and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.
Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.
Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. However you will be required in the Exeter office on a monthly basis (minimum).
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.
We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
- Voice of Customer: You’ll be responsible for designing and executing survey-led data collection focused on the relationship and journey customer experience. Analysing feedback through a mixture of bespoke tools and standard analysis techniques.
- Customer Journeys: Taking a customer perspective, you will use the tools available to identify and analyse key customer journeys calling out the pain points/moments of truth for our customers and engaging relevant stakeholders to share insight.
- Customer Feedback: You will champion the interpretation and application of surveys and their value across multi-channel stakeholder teams.
- Insight Delivery & Change: You’ll be directly responsible for extracting, manipulating and crucially interpreting the wealth of information available to inform the business on key customer journeys to advise, direct and implement change.
- Data driven: Providing timely and comprehensive reporting, utilising statistically significant data to produce a prioritised action log.
- Stakeholder Engagement: You must cultivate relationships with key stakeholders often challenging them on performance.Who you are
We’re looking for someone with a proactive and creative mindset to evolve our customer experience to drive more value. You’ll need to have excellent communication and interpersonal skills with the ability to collaborate and influence at all levels.
You’ll have a passion for creating remarkable customer experiences and a deep understanding of customer engagement channels and CRM technologies. You will also have excellent relationship skills to independently host business reviews, attend industry events and hospitality.
If you have exceptional analytical skills to interpret customer insights and translate them into actionable strategies, then we’d love to hear from you!
Closing date for applications: 01.09.2024Location: Home working/Exeter
Join us and together we can help Britain achieve Net Zero.