Assurance Lead (Customer Experience)

Location: Flexible with travel to our London and/or Bristol office

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great green things with OVO Energy

So much has changed since we launched in 2009.  Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

Everyone belongs at OVO

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. 

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.

Where in the world of OVO will I be working?

We’re looking for a Customer Experience Assurance Lead who wants to work on complex projects and support our team to  reach Plan Zero. As OVO moves closer to 5m customers, we are expanding and scaling up our customer experience program to ensure we can design, implement and measure customer experiences across at all levels. Developing easy and effortless customer experiences  journeys to help us move towards a world leading, carbon net zero customer experience.

You will be a key part in supporting & delivering an effective CX Assurance function. This is a really exciting part of the business, as we look to scale and accelerate our customer programmes of work.

What will I be doing?

With a variety of complex rules and systems governing our business operations, you will become expert in your knowledge of our obligations and support colleagues within the team and business to ensure continuous improvement. 

Key responsibilities include:

• Responsible for the day-to-day leadership, direction and output quality of the CX Assurance function - You will inspire, direct and support your team to influence a Peakon engagement score >8
• Looking for improvements, and to recommend changes, to the CX Assurance strategy, methodology and approach - Where approved, you will define and manage the rollout of changes
• Providing an audit against current customer experience to define where customer pain points have arisen and quantify the impact of these - with a particular focus on influencing CSAT improvement, complaint reduction, churn reduction, assisted contact reduction and digital shift improvement
• Fully understanding the organisational hierarchy of operational leaders and then managing relationships and communication with these stakeholders to facilitate increased awareness and improvement of identified issues
• Building collegiate relationships with colleagues in the wider Compliance and Risk function to ensure an integrated & consistent approach is delivered to OVO Retail colleagues 
• Develop a sound understanding of all of OVO Retail businesses and build and maintain a strong stakeholder network
• Secure business buy-in to compliance requirements and aid understanding of what good compliance looks like by supporting colleagues to ‘find a better way’.  
• Work collaboratively across the business to drive customer experience objectives at  all levels and  to promote CX expertise and skills, training in CX methodologies and techniques where appropriate 
• Tenacious and curious in everything we do as a CX team, to bring the voice of the customer to the fore and to deliver the key improvements required, delighting our stakeholders and colleagues as we go. 
• Ensuring that we add value both commercial and to the customer, in all projects, activities and improvements undertaken.
• Responsible for our own development, to be proactive in upskilling ourselves and our teams, supporting each other and excelling in teamwork and seeking to utilise all team members skills on projects

Is this the job for me?

The ideal candidate will have a passion for compliance, communication and business improvement. They will have an ability to work cooperatively within OVO to assist business areas and simplify complexity. They will have experience of delivering high value & quality outputs.

• A passionate belief in the importance of delivering excellent customer experience
• A good understanding of how OVO operates internally and awareness of relevant KPI values and trends
• An in depth understanding and professional knowledge of CX principles and measurement methodologies
• A methodical approach to problem solving, formal knowledge of analytical methodologies and statistical validity
• Excellent communication, diplomacy, influencing and stakeholder management skills at all levels
• Inspirational and leadership level data visualisation and presenting skills
• An appreciation of the psychology behind customer emotions
• Great relationship building and coaching skills
• Experience of working with businesses to develop and enhance control frameworks. Well organised, structured in approach and able to operate effectively in challenging situations 
• An excellent communicator with strong verbal and written communication skills. Ability to influence and communicate with people at all levels and able to take complex ideas and communicate them simply
• Excellent understanding of governance, risk and control concepts and application
• Resilient in character with strong ethical values and a desire to get it right

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you’ll get 34 days of holiday (including bank holidays).

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans 

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!