Head of Customer Experience Improvement

Durham, Leeds, Solihull
Competitive Remuneration Package
15 Apr 2016
24 Oct 2016
Contract Type
Full Time
RWE npower require a Head of Customer Experience Improvement to join a newly formed team. This is a key investment as part of the npower business strategy and commitment to delivering its customer improvement agenda.

The role will be responsible for the development and delivery of the Customer Experience strategy for all customers, across all touch points, ultimately to help npower realise the ambition of becoming number one in the energy industry. This role will form part of the leadership team as part of a high profile function which has a critical role to play in the business and customer transformation of npower.

Role description and what were looking for This appointment requires individuals who are demonstrably passionate about the customer and customer experience. To be successful in this role, individuals will have to demonstrate that they have drive, tenacity and a proven track record of delivering sustainable customer led improvements.

The role provides an outstanding opportunity to work with an inspirational leadership team who are driven to achieving impressive results whilst also empowering their people to personally succeed.

Reporting to the Head of Continuous Improvement, the Head of Customer Experience Improvement is accountable for setting the Customer Experience Strategy, designing the service blueprint and outcomes and prioritising the Customer Improvement agenda on behalf of the business, in order to realise our commercial medium term plan.

The role holder will do this in a way that builds sustainable employee and customer satisfaction, through leadership of 3 functional areas:

Strategy setting the customer service and customer experience Strategy at npower

Customer Experience designing the CX improvement plan and outcomes/blueprint

CI Planning - defining and managing the overall prioritisation and roadmap of CI change

The role will be responsible for defining an insight led approach, setting direction and prioritisation ultimately across the continuous improvement agenda.

Success will be measured through a combination of commercial KPIs for the business and supporting customer satisfaction metric.

Who we are looking for someone who is:

Demonstrably passionate about the customer and customer experience

Able to quickly assimilate insight and use good judgement to prioritise and deliver against the Customer Experience Strategy

Collaborative and can able to influence to mobilise activity and ultimately deliver across the leadership population and functions

Strategically focussed think and able make sound commercial decisions and pragmatic in order to make impact from day one

Principle Accountabilities: Define and drive execution of the Customer Experience and Improvement Strategy to deliver greatest value to the business and to its customers

Accountable for customer satisfaction and continuous improvement KPIs across npower, by defining solutions to improve performance. Drive implementation of these across the business to ensure effective delivery and realization of benefits.

Determine what aspects of customer service we will need to invest in and develop an enduring strategy to wire into specific initiatives and through broader activities.

Championing a customer culture on behalf of the CI agenda and embedding this into the DNA of the end state designs and decision making.

Drive adoption of proven practices to build a one best way for all customer and continuous improvement activity.

Knowledge and Skills: Customer Experience knowledge with developed skills in CX strategy and management activity.

Proven experience in a senior role with responsibility for delivering major change programmes/projects into operational environment through process, people, comms and culture

Results orientated with a proven track record in delivery of Customer Experience improvement activities and expert understanding of CE principles and frameworks

Demonstrable levels of commercial and business acumen and considered decision making including an understanding of financial procedures and processes

Ability to add value in the business, understanding the key levers for driving breakthrough improvement and an understanding of overall business environment

The ability to facilitate an effective leadership team and oversee the linkage between strategy and business processes

Experience of working in a complex business environment and understanding of business plans and strategies

Strong leader and communicator able to engage stakeholders at all levels, with strong interpersonal skills ability to manage difficult situations and influencing effectively without direct authority

A team player who is able to engage, motivate and build followership and who is passionate about championing a strong customer centric philosophy

What youll get in return Our people are our most important asset and are what sets us apart from the competition. We offer a competitive salary and impressive benefits package, and the opportunity to really shape the future of the business whilst receiving the support you need to develop your skill set and experience to achieve your long term ambitions.

A competitive remuneration package.

Company overview RWE npower is a leading UK energy company and is part of the RWE Group, one of Europes leading electricity and gas companies. We serve approximately 5 million customer accounts with electricity, gas and energy. Through RWE Generation, we operate and manage a flexible portfolio of coal, oil, biomass and gas-fired power stations, producing more than 10% of the electricity used in Great Britain.

npowers recruitment activity is managed by the Internal Resourcing team. All contact from recruitment agencies needs to be directed to pslreviewrecruitment@npower.com. For further information, please contact the Resourcing team via www.npowerjobs.com.