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Digital Customer Experience Manager

Location:

Leicester

Job type:

Fixed Term

Digital Customer Experience Manager - Overview

The Digital Customer Experience Manager will play a significant role in projects that develop and build new digital capabilities to deliver a best in class experience for our new and existing customers. You will be responsible for the planning, design, management and execution of digital energy acquisition and retention experiences for British Gas business. You will be acting as a key point of contact for business stakeholders and working with specialist internal, outsourced and agency resource.

Digital Customer Experience Manager - The Role

The Digital Customer Experience Manager will play a significant role in projects that develop and build new digital capabilities to deliver a best in class experience for our new and existing customers.  You will be responsible for the planning, design, management and execution of digital energy acquisition and retention experiences for British Gas business. You will be acting as a key point of contact for business stakeholders and working with specialist internal, outsourced and agency resource.  

You will play a vital role in the ongoing strategic development of our digital sales experience capabilities and approach, with the interesting challenge of balancing customer and business priorities. Experience of an agile delivery approach will help support you in this role, but it not a vital requirement.  Your role is a key part in increasing the profitability of the business, remaining committed to treating customers fairly. Changes will span digital and SAP, this role is required to facilitate the end to end customer and agent experience as necessary.  

As the Digital Customer Experience Manager you will make a significant personal contribution to the success or failure of these projects, in particular representing the interests of the customer and ensuring excellence in usability, effortless impact and quality of delivery. You will be expected to identify and implement further projects with significant contributions to customer experience (measured in loyalty and NPS) and also future BGB profit growth.

Accountabilities
As well as this all employees are accountable for:

  • Analyse competitor market place (energy/ non energy) bringing in new ideas that can be applied to the BGB website.
  • Understand customer needs, trends and insight when interacting with BGB in a digital environment and ensure these needs are met.
  • Manage digital projects from start to finish working with key stakeholders to agree sign off, prioritisation and delivery.
  • Own and enhance core journeys continually optimising and feeding back to the business on performance.
  • Design, develop and deliver solutions with multi disciplined teams, creating data-led customer experience improvements as well as innovations which provide British Gas Business with sources of significant differentiation and competitive advantage.
  • Work with UX and development teams to ensure wireframes, final designs, copy, navigation, etc are developed, prioritised and implemented.
  • Significantly improve the current online experience and lead the development of new capabilities that enhance the British Gas Business Digital proposition.
  • Develop the measurement and KPI reporting of delivered projects and ensuring benefits realisation.
  • Manage the delivery of projects to time, cost and quality. Undertakes project post-implementation reviews and recommends key lessons learnt to be applied for future projects.

Digital Customer Experience Manager - The Person

 

  • Proven Track Record in  a similar role, a true Digital Expert is essential.
  • SAP knowledge to understand how online interacts with billing systems and backend processes. (preferable)
  • Project management experience – experience of full life cycle projects from scoping through to business readiness delivery. (preferable)
  • Pays great attention to detail to ensure projects are delivered to time and of an excellent quality. (preferable)
  • Digital sales and self service and conversion optimisation experience, including some previous transformational delivery of large scale digital project delivery (preferable)
  • Knowledge and experience of delivering AGILE projects from start to finish. (desirable)
  • Understanding and appreciation of the role of a digital product owner. (desirable)
  • Experience of using change management tools such as Mingle, JIRA. (desirable)
  • Ability to appropriately business case the justification for a project and measure effectiveness of change post delivery (desirable)
  • A strong level of digital knowledge, preferably within B2B markets and solid understanding of key disciplines including web design, user experience and project management.
  • Excellent relationship management and communication skills; must be able to work closely with, present to and engage internal stakeholders and agencies
  • Excellent and effective communications through all mediums
  • Excellent presentation skills

Digital Customer Experience Manager - The Company

British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button

To request an update on this role, or if you have any problems uploading your CV please email neetu.kumar@centrica.com typing Digital Customer Experience Manager R9907752 in the subject title.

Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com.

Base salary c.£35,000 pro rata plus excellent benefit package.

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