Customer Experience Partner

25 Sep 2020
02 Oct 2020
Contract Type
Full Time
Here's what you'll be doing

Customer Experience Partner

Location: Nottingham

Salary: £42,287 - £53,990

Right now we are looking for an Customer Experience Partner, in this role you will champion a 'customer first approach', and represent a bridge between Customers and the E.ON brand. You will be responsible for shaping the end-to-end experience across key stages of our Customer Journeys. This includes designing, managing, evaluating and optimising interactions that drive retention, foster customer loyalty, and align with the organisation's commercial and strategic objectives.

As a Customer Experience Partner, you will support the Customer Experience strategy in the defined area, drive high levels of customer satisfaction across all engagement points and ensure that relevant measurement capabilities are in place to effectively monitor performance. This role requires a high level, 360-degree understanding of customer needs, the competitive environment, the ability to work creatively and collaboratively, and lead with customer centric thinking.

In order to succeed in this role, the Customer Experience Partner must:
  • Understand the E.ON customer: understanding customers' needs and behaviours, based on robust insight, e.g. customer segmentation NPS surveys, social media channels and many more.
  • Design the optimum experience: creating customer 'as is' and 'to be' journey maps across all channels, identifying touchpoints and anticipating how customers will interact with the experience.
  • Aggregate and evaluate customer feedback: working closely with insight teams to track customer perceptions, enable quality monitoring and measure the success of their relevant journeys through NPS and other required KPIs.

Responsibilities include:

Experience Design
  • Leverage insights and analytics, to fully understand prospective, and current Customers' experience with E.ON
  • Design and manage consistent, transparent and deliverable multichannel (online and offline) Customer Journeys and Touch Points based on deep customer insights
  • Create personas, wireframes, prototypes, user flows, process flows and interaction guidelines as necessary to effectively communicate the end-to-end Journey

Experience Strategy
  • Define Customer Experience performance metrics and work with other teams as required to obtain those metrics, and to establish, regular performance management
  • Synthesise relevant Customer data, business analytics and intelligence into compelling stories and socialise across the organisation
  • Develop business cases to drive Customer Experience improvement initiatives
  • Interact/influence/negotiate effectively with management and peers through the creation and delivery of effective senior management-ready presentations

CX Optimisation
  • Evaluate Journey performance by working effectively with insight and analysis partners (within and outside of CX & Digital)
  • Aggregate insights from multiple sources of information, including NPS, primary research, database analytics, digital analytics, SEO analytics and competitive intelligence
  • Utilise insight to provide tactical and strategic recommendations to improve the Customer Journey Experience across all channels and touch points -phone and all digital platforms
  • Gather data and analysis, through both traditional and digital methods which supports the investment in continued improvement ofthe Customer Experience
  • Create roadmaps/plans for Customer Experience improvement initiatives, and engage with Stakeholders to develop business case for investment
  • Work within a controlled governance framework within each journey

Leadership & Advocacy
  • Build enduring relationships with key operational owners and their teams to influence operational processes and activities to ensure customer centricity throughout the business, across all channels.
  • Distribute Customer Experience best practices and recommendations to colleagues to communicate the importance of CX
  • Create awareness of Customer Segments and Journeys, and support all levels of the organisation to understand what constitutes an excellent experience
  • Foster a collaborative environment within Customer Experience where all can effectively partner with internal stakeholders
  • Act as an NPS Champion and Advocate

Insight & Analysis
  • Develop customer feedback framework, regularly updating, integrating and analysing data from a range of sources to enable effective touch point management
  • Work across various parts of the organisation, and with 3rd parties to successfully run evaluation required
  • Articulate, communicate, and maintain an accurate and current perspective who current Customers are, how they think, and how they interact with E.ON
  • Design dashboards and reports, and work with insight partners to obtain required data in order to communicate CX metrics, results, trends and key insights

What we need from you

The actions and behaviours of all employees must treat our customers fairly and comply with regulations

For all customer facing roles employees must understand any regulations, policies and processes which relate to their job role and provide fair outcomes when giving service to our customers.
  • Degree or professional qualification in marketing or equivalent experience
  • Knowledge of customer experience management approaches and methodologies
  • Relevant marketing experience, ideally in a customer-centric fast paced environment
  • Experience in customer segmentation and insight, supported by data-analysis and market insight, required to deliver successful customer experience strategies
  • Experience with managing multichannel NPS strategy and evaluation
  • Expert in end to end experience design: e.g. customer needs, personas, customer journey maps
  • Ability and experience in setting, monitoring, reporting and providing relevant recommendations to key internal stakeholders
  • Strong stakeholder Management skills, ability to present and influence at all levels
  • Budget management skills with a focus on value for money/return on investment
  • Evidence of strong management, planning, project management and organisational skills
  • Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external combined with drive and assertiveness

Here's what else you need to know

This is a demanding role with a lot of responsibility. But the rewards are great as well. You won't just have the renown of working for a world-leading energy supplier; you'll have the chance for real career progression too. We have a market leading benefits package - 26 days' holiday plus 8 bank holidays, a generous pension scheme and the chance to choose from some 20 flexible benefits.
  • Due to the nature of this role a CRB (Criminal Record Bureau) check is required.

E.ON is committed to equal opportunities and actively promotes diversity, equality and flexibility.

At a glance

Reference no.: 126141 Closing date: 01/10/2020 Salary: £42,287 - £53,990

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