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Head of Digital – Self Serve and Journeys and Online Account Management



Job type:


Head of Digital – Self Serve and Journeys and Online Account Management

£80,000 - £95,000 – dependant on experience, £7,800 car allowance, bonus and benefits

Location - Staines

Why join the Digital team at British Gas?

A digital revolution has happened at British Gas. We currently have 3.6 million active digital customers and that number grows daily. Digital is the most popular channel customers choose when interacting with us. We are at the forefront of the connected home revolution, developing market leading products and propositions. We are committed to remaining leaders in the digital space, delivering intuitive digital experiences that delight customers.

British Gas is looking for people who can help us design, create and deliver these world class digital solutions. . We want people who are committed to ensuring we not only meet and exceed our customer needs today, but can also develop and deliver the next generation customer solutions of tomorrow.

At British Gas we provide the opportunities for the best digital people to develop and progress their careers in a friendly, open environment. We work in an agile fashion and value collaboration, engagement and continuous learning and improvement.

The Role

The Head of Self Serve – Journeys and Online Account Management (OAM) will develop the strategy and lead the team that delivers a step change in the digital customer experience.

They will lead strategy and integration initiatives to transform customer satisfaction on the self serve website, using internal and external sources to identify areas for improvement, and to externally benchmark satisfaction levels

By developing and delivering, new and enhanced customer journeys they will drive increased usage of the ‘Online Account Management’ area of the website improving customer engagement and interaction alongside commercial performance, leading to reduced contact and customer churn.


The Person

If you have deep experience of leading (strategy development and execution) the self serve/digital customer experience function within a consumer facing brand, have capability of interfacing with both business and the IS/ IT departments on core deliverables to integrate services with conflicting priorities and have a proven track record in understanding customers and their needs, identifying insights (from both quantitative and qualitative data),driving change based on this insight and managing and developing high performing teams then we would love to hear from you.

We can share a full job description with you or if you would like to find out further information, please contact becki.brunetti@britishgas.co.uk.

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 Becki.Brunetti@britishgas.co.uk typing ‘Update required: Head of Digital – Self Serve and Journeys and Online Account Management R9918547’ 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.