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Customer Experience Manager

VN521

GBP 300,000 - GBP 50,000

Permanent

Full Time

We’re Good Energy, an energy service company that embraces tech to help Britain get to net zero carbon emissions. We do this through providing 100% renewable electricity and developing innovative services to support customers to generate, share, store, use and travel with truly clean power. We’re passionate about the planet and empowering people to fight the climate crisis. That’s why we’ve been providing clean energy to businesses and homes for over 20 years.

We have one of the largest bases of customers generating their own renewable power, have been leading the fight against greenwashing in energy for years and source our electricity from a community of independent British renewable generators. Due to our green credentials, we’re the only energy company to have all our renewable tariffs certified as Uswitch Green Tariff Gold Standard, and we’ve also been named an Eco Provider by Which? Magazine. We are also rated by our customers as 4.6 on Trustpilot.
Our highly inclusive, flexible culture, interesting roles and significant investment in personal development mean our people love us too. Thanks to them, we’re counted among the top 50 companies to work for in the South West. Good Energy believes diversity brings benefits for our customers as well as our business.

So, if you’re ready to make a stand against the climate crisis, are passionate about embracing tech for change, and believe in our values of being, fair, straightforward, determined and inclusive, then we want to hear from you. Let’s power a cleaner, greener future together.

As a member of the UX design team within Products & Propositions, you'll help transform the experiences we offer our customers by identifying pain points and collaborating with stakeholders to design solutions that improve business efficiency as well as excelling the customers' experience.

In the role you’ll be responsible for designing, delivering and managing ongoing optimisation of the customer journey, as well as processes that support this. You’ll be customer obsessed, always looking to improve the service offered to the customer whilst being considerate of delivering commercial goals and remaining operationally feasible.

You’ll thrive when creating and maintaining strong relationships with stakeholders from across the business from our operations team to our tech team, focusing on designing, shaping and driving the development of our customer experience journeys. You’ll be driven when it comes to gaining a firm understanding of stakeholder requirements and will collaborate with Product Owners as well as third-party providers when required to ensure that development is prioritised effectively. In the role, you’ll be determined when it comes to owning and ensuring that the issues identified, tasks are defined, owners are outlined, timings and outcomes are met.

As part of the role, you’ll undertake customer research both directly and in collaboration with other teams, providing customer-focussed decisions based on deep customer insight. You’ll proactively measure and report to stakeholders on the success of the initiatives with data and ensure learnings are documented for future reference. Own and ensure the delivery changes necessary to address any issues identified, defining tasks, owners, timings and any required budget.

We’re looking for a motivated, social, and empathetic person who has the tenacity to make the customers voice central to our products and processes. You’ll be used to working with complex systems and love the challenge of getting stuck into the details and pulling things apart to create clear processes.

You’ll be an excellent communicator who thrives when bringing together different stakeholders, understanding their points of view and finding solutions that best suit the business and the customer. You’ll have a real passion for the customer, always looking at how we can improve their experience, you’ll be someone who always asks why and how to find solutions and improvements.

So, if you have a passion for our purpose, are customer obsessed and thrive communicator with a range of stakeholders, then we want to hear from you!

Essential

Customer focused and empathetic.

Analytical skills and the ability to use data to spot patterns and derive insight.

Advocacy and negotiation skills to manage a wide range of stakeholders.

Experience designing surveys and analysing the results.

Experience running customer interviews or focus groups.

Experience and confidence to facilitate workshops with stakeholders.

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from people from all walks of life, irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.

To make sure everyone is treated fairly, regardless of disability or circumstance, we can offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you would like to discuss or make us aware of any access needs or reasonable adjustments that may be required, please let our Talent Acquisition team know during the recruitment process.

Here’s a taster of what’s on offer. Check out our careers page for more!

25 days plus bank holidays and the option to buy more

Flexible working

£500 annual Hybrid working allowance – supporting the costs of working from travelling to the

office

£250 Green allowance – rewarding our people for travelling in a green way, generating energy

and being a Good Energy customer

Active personal development community, with a £500 annual learning and development

allowance.

Enhanced maternity, paternity and shared parental leave, with family friendly return to work

coaching

Healthcare cashback plan for support with everyday health costs

Our office is based in Chippenham, Wiltshire - just a two-minute walk from the train station, with fast connections to Bath, Bristol, Swindon and the surrounding areas.

Flexibility and work-life balance are really important to us. We offer hybrid working, with one mandatory team anchor collaboration day in the office per week. Where you work for the rest of the week is for you to decide – whether this be at home or in the office. Having only one office means that when you do come in for your anchor day, you’ll meet lots of other people around the business, offering a friendly, diverse and community-based environment to work and network in.

20 Mar 2023