Head of Mobile App
The Head of Mobile App lead the development of the strategy and execution of the strategy that drives a step change to the digital customer experience on mobile and increased take-up of the British Gas mobile app and mobile channel. You will drive the adoption, activation and ongoing customer use/interaction of the mobile app to encourage self-serve and reduce inbound contact by ensuring we give customers a first class experience. You will provide the vision and leadership with the aim of delivering an exceptional mobile proposition. Lead the strategic planning and initiatives to enhance mobile design and functionality to deliver customer experience, usage and NPS target, substantially increasing the mobile footprint and developing a best in class customer experience.
- Develop the strategy for mobile app and ensure this is aligned with the wider Digital strategy and promotes a step change in customer experience of the app and 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
- Manage 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 by delivering change and being truly innovative by using competitor analysis and external benchmarking, leveraging best practice from other sectors to drive that innovation.
- By being data driven in your approach you will analyse and continuously review the mobile user experience and drive innovation and customer satisfaction. You will be a significant influencer and the driving force behind marketing activities that will increase the adoption of mobile related experiences across the British Gas customer base.
To be successful in this role you must have had experience within a similar position, building and developing both Mobile Apps and mobile web customer experience, within a large complex digitally focussed organisation. You must be able to drive results through Mobile and have strong stakeholder engagement skills to be able to make sure that Mobile is on the organisational agenda. You will be able to show through results that you can drive customer engagement through Mobile and are a true innovator in your approach to tasks and want to take British Gas to the next level. You must have demonstrable evidence of leading and managing mobile app development and customer adoption for a blue chip brand or pure play online business.
You must be strategic in your approach and be able to drive change in the organisation, not just technologically but also culturally.
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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.
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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.