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Head of Mobile App

Location:

Staines

Job type:

Permanent

Overview

  • Lead and manage the development and customer take-up of the British Gas mobile app (residential app) 
  • Drive adoption, activation and ongoing customer use/interaction of the mobile app to encourage self serve and reduce inbound contact 
  • Ensure we give customers a first class experience on the mobile app, leading to increased satisfaction/NPS/App Store customer rating

The Role

  • Create a safe environment with the aim of achieving a zero incident work space and ensuring that teams take responsibility for themselves and each other 
  • Drive the consistent development of the BG mobile app across the different journey and capability product teams, ensuring a consistent deployment of new capability to our customers 
  • Managing customer engagement via mobile, by expanding the delivery of content via the mobile channel and leading the development of our mobile capabilities, to work towards a seamless omni-channel customer experience 
  • Identifies, prioritises and leads change to our mobile offering in alignment with the business, to formulate a roadmap and 3 year plan 
  • Leads the improvement of the British Gas mobile products and services, in alignment with IS and business stakeholders across offline and online 
  • Identifies opportunities in mobile and related technologies, developing business cases and delivering change 
  • Undertakes competitor analysis and external benchmarking, leveraging best practice from other sectors to drive innovation 
  • Analyses and continuously reviews the mobile user experience, using data e.g. Net Promoter Score and app store ratings 
  • Engages and educates the wider British Gas business about opportunities in the mobile space 
  • Develops reporting and KPIs to drive insight into mobile experience performance and trends 
  • Be the driving force behind marketing activities that will increase the adoption of mobile related experiences across the British Gas customer base 
  • All key change activity in the mobile app space (ongoing maintenance and prioritisation of product backlog, sprint planning and regular sprint delivery)
  • Maintaining app content and keeping design up to date whilst complying with legal and best practice guidelines at all times
  • Analysis of customer insights to inform continuous improvement of app ease of use and user experience
  • Increasing numbers of successful transactions submitted via the app 
  • Championing the adoption of customer centric mobile web related experiences across British Gas

The Person

Competencies and Qualifications

Focus:

  • Passionate about the customer, digital customer experience and mobile best practice 
  • Understanding of the change lifecycle, from concept to post-implementation review
  • Focus on CX and quality 
  • A strategic thinker who can develop and communicate a clear and effective strategy and plan for Mobile 
  • Excellent commercial acumen

Matrix-working orientation:

  • Ability to demonstrate an abundance of business drive, a focus to deliver results and drive business performance. Effective decision making 
  • Puts Centrica first, identifies and builds key relationships, collaborates effectively 
  • Ability to engage, influence and win support of senior stakeholders 
  • Ability to confidently manage multiple stakeholders and negotiate differences of opinion to provide best customer experience and business outcomes

Resilience:

  • Ability to work independently and drive towards deadlines
  • Well organised and have demonstrated the ability to work to KPIs, with the ability to influence and persuade senior internal stakeholders
  • Comfort in ambiguity, creates momentum and direction through uncertainty 
  • Ability to manage multiple projects simultaneously

Positive disruption:

  • Actively leads, seizes responsibility and remains open to new ideas 
  • A proven ability to translate data into actionable insight - Track record of leveraging digital analytics to support commercial decision making 
  • Pragmatic and creative approach to problem solving

Change leadership

  • Champions change activity 
  • Creates and leads a diverse team, prioritises people leadership 
  • Engages and supports in challenging environments, facilitates innovation in others, actively identifies and develops successor(s)

Self awareness/positive development orientation

  • Seeks out, learns from and transfers best practices internally and externally 
  • Strong levels of self-drive and ‘can do’ attitude 
  • Ability to work independently 
  • First class communication and presentation skills (both written and verbal) with the ability to simplify complex information

Education

Degree qualified or equivalent

Work Experience 

  • Extensive years experience of building and developing both Mobile Apps and mobile web customer experience 
  • Practical experience of utilising customer centred design and Agile methodologies in developing mobile applications 
  • Proven experience within, and understanding of, the mobile app market and the role that mobile will play in the coming years 
  • Demonstrable evidence of leading and managing mobile app development and customer adoption for a blue chip brand or pureplay online business 
  • Describe certifications required to carry out the role competently and effectively

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 Nikita.Pujara@centrica.com typing ‘Update required: Head of Mobile App R9939853’ 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.

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