Continuous Improvement Manager Root Cause Analysis

c£45,000k + package
18 Aug 2016
19 Oct 2016
Contract Type
Full Time
RWE npower are searching for a Continuous Improvement Manager with a strong background in Customer Experience Root Cause Analysis. Its a perfect time to join to help set the Customer Service improvement agenda.

If you want to be a part of a team which is responsible for identifying the things that need to be improved for customers and then working with the rest of the business to influence and shape thinking to ensure that happens then wed welcome your application.

Successful candidates will have a strong background in Customer Experience, Continuous Improvement, Root Cause Analysis and preferably a LEAN six sigma background.

Role description Known internally as Continuous Improvement Insight Manager; this is a critical analysis and intelligence role, predominately focussing on the end to end ownership of Customer Experience Root Cause Analysis and resulting insight development.

This role is critical to the delivery of npowers strategic ambitions of:

Putting our customers at the heart of our business

Being the most trusted energy provider in the UK

Ultimately being known for Customer Experience Excellence and reaching the goal of No. 1 in the market.

The job holder will undertake and produce Root Cause Analysis and Insight from multiple sources of data including: complaints, operational reports, customer dashboards; customer surveys; CRM data; external data. Through an expert and proactive approach they will play a pivotal role informing the business on the why issues that need to be addressed, ultimately to drive improvement priorities and initiatives on behalf of our customers. They will lead root cause customer experience intelligence gathering and reporting across the business, ensuring that it is wired into decision making at all levels.

Through proactive engagement working across the npower business, the job holder will build and maintain effective working relationships with relevant senior and middle management teams; and decision making forums. Root cause customer intelligence will be presented and embedded in a timely way. Routine reporting activity will be complimented by ad-hoc root cause insight creation and reporting.

Skills and experience Degree qualified, with demonstrable Customer Experience Insight experience gained in a blue chip client, agency or consultancy; specific and considerable experience in all research methodologies, latest and best practice and interpretation (utilities, telecoms or financial services an advantage)

Highly numerical, with experience in the creation and interpretation of analytical data.

Expert in root cause analysis tools and techniques

Track record of successful high quality root cause identification activities and improvement delivery leading to positive business change

Data modelling and use of root cause analysis tools and techniques

Specific experience of insight to help shape customer experience strategy and delivery

Ability to effectively communicate both written and verbal and able present recommendations across all levels of the organisation

Excellent stakeholder management and effective influencing skills

Commercial and business acumen and considered decision-making

Results oriented with evidence of delivery of customer satisfaction reporting

Advanced research project management experience

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

Why work for us? As well as a competitive salary and impressive benefits package youll also get the opportunity to really shape the future of our business. Along the way well give you all the support you need to develop your skill set and achieve your long term ambitions.

c£45,000 + package

Company Overview npower is one of the UKs biggest energy suppliers with the backing of one of Europes largest energy companies, the RWE group. We supply gas and electricity to millions of homes up and down the country, So when you switch on the light, take a shower, or simply have a cuppa, youll know you can rely on us. Were also here for you when your boiler needs servicing or repairing. We offer competitive tariffs that save you money and well tell you when you can save even more. Its all part of how we stand up for customers every day at npower. We stand up for the community too. Were proud to have been a partner of Macmillan for 12 years raising over £3.5m. Were also one of only a handful of UK companies to have been awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

Please apply online by selecting the 'Apply' button and uploading your CV directly. Applications will only be accepted via the Apply button.

Agencies: RWE 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