Customer Experience Coordinator - Projects Operations - Operational Delivery - Consumer Advice

The role

• We are looking for a customer focused and energetic Customer Experience Coordinator to join our Customer Experience team on a fixed term contract. This is an exciting opportunity to play a consultancy style role in shaping how new programmes are mobilised and how customer experience excellence is embedded from day one and throughout the life of established programmes.

• In this role, you will help bring the Energy Saving Trust world class framework to life across new and existing programmes. You will work closely with colleagues across programme, operations and customer experience teams to ensure that our principles, standards and tools are clearly understood and consistently applied. You will use practical CX methods such as journey mapping, test scenarios and insight analysis to help design and deliver experiences that support high quality customer outcomes.

• You will also play a key part in a variety of customer experience projects. These may include exploring digital and operational efficiency opportunities, strengthening the use of customer voice data, supporting business growth and contributing to continuous improvement across the organisation. Your curiosity, creativity and solutions focused mindset will help identify new opportunities to enhance how we work and how we achieve our world class objective.

• Success in this role means becoming a trusted partner during programme mobilisation, shaping improvements that make a meaningful difference for customers and colleagues, and driving positive change across multiple projects. Your work will directly support our mission to address the climate emergency by helping programmes operate more effectively, engage more people and deliver customer experiences that build confidence and long term impact.

• If you thrive in a collaborative, fast paced environment and enjoy improving systems, experiences and outcomes for people and communities, we would love to hear from you.

• Our Customer Experience (CX) and Quality team sits within the Operations centre of excellence and works like consultants across Energy Saving Trust to help design, measure and continually improve service quality and customer outcomes. We collaborate with multiple programme teams to make great service repeatable, providing frameworks, tools and coaching that help colleagues deliver a consistent, world class experience.

• We champion the voice of the customer by combining quality monitoring insight, satisfaction feedback and programme information to highlight trends and agree improvements or design needs. We also lead on Net Promoter Score (NPS) practice and reporting, ensuring measures and actions are robust and useful for both B2C and B2B contexts. By doing this, we also help Energy Saving Trust maintain and strengthen its strategic positioning and growth through exceptional service delivery and operational excellence.

• Collaboration is at the heart of how we work. We value curiosity, support and practical problem‑solving, focusing on consultancy, coaching and evidence to drive continuous improvement. Joining us means making a meaningful impact on the journey to net zero, working with clear standards and enjoying learning opportunities through our accredited membership body.

• Integrate the Energy Saving Trust world class framework across new and established programmes, working closely with programme, operational and CX colleagues to embed CX principles, tools, training and quality measures from the outset.

• Provide expert customer experience guidance during programme mobilisation, using practical methods such as journey mapping, test scenarios and insight analysis to support the design and delivery of high-quality customer outcomes.

• Lead or contribute to a range of customer experience projects, from early stage ideation and scoping through to implementation and continuous improvement, ensuring opportunities for innovation, efficiency and enhanced customer value are identified and acted on.

• Strengthen how the organisation gathers, interprets and applies customer voice and data insights by exploring automation, improved reporting and more efficient analysis…