Customer Experience Manager

Durham, Leeds
Competitive Renumeration Package
27 Aug 2016
04 Nov 2016
Contract Type
Full Time
RWE npower require Customer Experience Strategy and Customer Experience Design Managers to join our newly formed Customer Experience and Continuous Improvement team. These roles are part of the larger investment by npower to achieve our business strategy and meet the commitments weve made to deliver our customer improvement agenda.

Each role will have particular focus on either the development of customer experience strategy or customer experience design in order to realise the ambition of becoming number one in the energy industry. These roles are critical to defining what we do and how we do it for our customers.

Flexible base the roles will require a weekly travel commitment to Durham.

Role description and what were looking for These appointments require individuals who are demonstrably passionate about customers and customer experience. To be successful, role holders will have to demonstrate that they have the drive, tenacity and proven track record to deliver sustainable customer led improvements.

The roles provide 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 Customer Experience Manager, these roles are responsible for the development of Customer Experience & Continuous Improvement Strategy; and for the design of the To Be design solutions to support the delivery of the strategy and Continuous Improvement Plan. This all needs to be done in a way that builds sustainable customer satisfaction, increased service delivery and ultimately, a positive impact on business performance to meet customer and business targets.

The roles are critical to the delivery of npowers strategic recovery plan and defining the customer experience and continuous improvement agenda. They will create strategy and design solutions through key improvement work streams, across traditional and SMART landscapes. These all sit at the heart of our Customer Service transformation programme.

A key focus will be to address root causes and design and communicate a clear view of the end to end customer experience outcomes we need to achieve. The role holders will define an accompanying set of change requirements to deliver against these, with responsibility for ensuring these are delivered with integrity by appropriate change delivery teams across the wider team and CI and the wider business.

Through proactive engagement across the npower business, the job holders will take responsibility for influencing and managing improvements to the entire multi-channel Experience. They will also implement a rolling programme of strategy and design enhancements as the business responds to a range of internal and external influences.

Ultimately the role holders will define strategic and improvement changes that influence and improve the Customer Experience, ensuring they align to the brand and npowers overall proposition. Success will be measured through a combination of core business customer satisfaction and commercial KPIs for the business.

You will need to: Take a leading role in delivering the customer experience strategy/blueprint and translating this into design solutions

Take accountability for designing, prioritising and delivering a significant portfolio of customer experience improvements across all customer journeys and touch points for all customers

Contribute to and support the development of customer experience capability from strategy through to implementation, leading a cross-business team to ensure the best solution for customers is delivered and that the solution delivers a fully effective experience from the customer perspective

Quantify costs and benefits of business cases for specific Customer Experience improvements and initiatives and facilitate the approval and sign off of investment funds via Senior Management /governance structure

Create, manage and own as is and to be blueprints that guide and focus the delivery teams whilst also ensuring the integrity of the end to end experience is maintained

Work with the different functional areas to manage customer journeys from an operational perspective. Analyse operational performance against these journeys to understand well in advance the areas that are not delivering to customers expectations

Work with the Customer Communications team to identify, develop and deliver communications changes that improve the overall journey and effectively deliver the desired experience to the customer

Influence and shape customer-centric culture across areas of responsibility - ensuring that all your key stakeholders understand what customer centricity is really about and the value that it can create for all parties

Demonstrate expertise and transfer knowledge from CX and CI working practices to the wider business to encourage ownership and adoption of customer focussed methodologies, thinking and capability across the business

Demonstrate professionalism, expertise and critical behaviours in your role as a customer experience practitioner

Undertake and effectively manage and deliver ad-hoc customer projects as prioritised by line management team in support of the businesses KPIs

Knowledge and Skills: Experience of working in a relevant customer experience role; specific experience in customer transformational programme

Evidence of operating in a senior customer management position such as customer experience strategy / customer experience design, customer proposition development, continuous improvement, customer intelligence, and relevant channel experience

Expert knowledge of Customer Experience tools and frameworks

High levels of commercial and business acumen and considered decision-making

Results orientated with evidence of delivery of customer experience improvements

Outstanding communication skills in report writing and verbal presentation, influencing and negotiation skills

Project management experience

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

Ability to multitask and work well under pressure in a fast paced team and be able to adapt to change. Must also be able to prioritise competing deadlines

Excellent stakeholder management and effective influencing skills at peer and senior levels

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.

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 For further information, please contact the Resourcing team via