Customer Experience Improvement Lead

Customer Journey Improvement Lead

Our client, a leading player in the energy sector, is seeking a Customer Journey Improvement Lead to spearhead the design and optimization of end‑to‑end customer journeys. This pivotal role focuses on ensuring every interaction across digital and physical touchpoints is seamless and efficient, ultimately driving satisfaction for our customers.

As the Customer Journey Improvement Lead, you will report directly to the Head of Customer Experience. You’ll collaborate cross‑functionally to identify friction points and implement initiatives that enhance customer satisfaction. This strategic position requires a unique blend of customer insight, service design expertise, and stakeholder engagement, all while aligning with regulatory obligations.

• Map and analyze end‑to‑end customer journeys (e.g., power cuts, connections, Priority Services Register).
• Identify pain points and accessibility barriers, focusing on opportunities for improvement for all customers.
• Collaborate with digital, operational, and field teams to create inclusive and efficient service experiences.

• Partner with various teams to redesign processes that reduce friction and improve efficiency.
• Utilize Lean, Six Sigma, or service design methodologies to streamline workflows.
• Lead root cause analysis and continuous improvement workshops (e.g., Kaizen, Design Thinking sprints).

• Develop business cases for journey improvement initiatives, including ROI analysis and resource planning.
• Manage cross‑functional projects from ideation to implementation, ensuring alignment with strategic goals.
• Drive adoption of new processes and tools through training and stakeholder engagement.

• Contribute to the development of the overall customer experience strategy and roadmap.
• Serve as a subject matter expert and advocate for customer‑centric thinking across the organization.
• Benchmark against industry best practices to keep the organization at the forefront of CX innovation.

• Proven track record in leading customer journey improvement initiatives with measurable impact.
• Proficiency in journey mapping, customer research, and data analysis tools (e.g., Power BI, Qualtrics, Miro, Excel).
• Certification in Lean Six Sigma, CXPA, or Design Thinking is a strong plus.
• Bachelor’s degree in Business, Marketing, Psychology, Service Design, or related field (Master’s preferred).
• Understanding of the UK energy sector, DNO operations, and regulatory frameworks (e.g., Ofgem, RIIO‑ED2, GSOP, PSR).

Mid‑Senior level

Contract

Customer Service

Services for Renewable Energy and Oil and Gas