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Global Customer Experience Manager


London (UK)

Job type:



Global Customer Experience Manager

Location; London

Salary; £60.000- £70,000, car allowance + bonus and excellent benefits

Purpose of the role; This is a strategic role that is accountable for designing and developing the Centrica Connected Home customer experience principles and governance.

What will you be up to

  • Defining E2E Global Customer journeys for all hive products and services delivering a seamless experience 
  • Shaping & developing the Connected Home tone of voice in line with the hive brand 
  • Shaping content and relevant information across hive customer communications 
  • Developing key customer touch points to improve insight & deliver best in class customer support 
  • Designing & Delivering Omni-channel support model 
  • Managing the delivery of Intelligent call routing and adhoc telephony change 
  • Developing & maintain strong relationships with partners and affiliates to deliver consistent & seamless customer experience 
  • Building, maintaining and developing structured operational reporting tools and MI suite 
  • Producing route cause analysis for areas of improvement whilst demonstrating the business benefit for senior executives 
  • Defining measurement of customer satisfaction and operational performance 
  • Ensuring all compliance and regulatory rules are adhered to 
  • Working with the in house and 3rd party agile software development teams and IS teams to develop the MVP solutions through best in class 
  • Owning the digital and self-serve programme within connected home

To be brilliant in this role you will have/be

  • Educated to degree level or be qualified by demonstrable experience 
  • Previous experience within Change Management is essential 
  • Experience of working in global teams and be commercially astute 
  • Experience of leading teams and developing relationships at all levels in a high customer centric environment 
  • Strong communication, stakeholder and leadership skills 
  • The ability to deliver complex strategy in fast paced environment 
  • Ideally, you’ll have knowledge of working in Lean start-up or similar, to bring an awareness and experience of Lean start up methodology 
  • Confidence & Credibility to drive effective Networking, and make change happen

The Company

Centrica plc, a FTSE 100 company, has operations in UK, North America and Europe. With 30+ million customer-product relationships, Centrica's vision is to become the leading integrated supplier of energy and related services for its chosen markets and maximise value to shareholders. Centrica's brand names include British Gas, Direct Energy (North America). At Centrica, our purpose is to help people today and secure energy for tomorrow.

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 carla.welch@centrica.com typing ‘Update required: Global Customer Experience Manager R9940196’ 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.