Customer Experience manager

Vattenfall is looking for a passionate and experienced Customer Experience Manager within our UK Heat business. Two positions are available. One permanent and one 12-month maternity cover.  

The Customer Experience Manager will report to the Head of Customer Experience. As a member of the Customer Experience and Communications team, your role is central in ensuring we deliver market-leading customer experience to our B2B and B2C customers, resulting in excellent customer satisfaction and engagement.

Our heat networks are large strategic projects that serve thousands of customers and businesses.  

As their dedicated heat supplier, we provide an all-inclusive heating and hot water service, including all maintenance and repairs. But our impact is much wider, supporting whole communities and regions on their journey to fossil freedom and creating local job opportunities.

We are looking for individuals passionate about customer experience and motivated to set a new standard of service in a small but rapidly growing market. You will be thoroughly committed to delivering for customers, ensuring their needs are considered in all decisions and processes. This is an a fantastic opportunity to deliver lasting impact and shape the future of a growing industry.  

Key Responsibilities / Duties 

• To develop and maintain all customer journeys for each customer segment, for both B2B and B2C audiences, including digital journeys (with marketing).   
• In consultation with relevant teams, develop the customer service standard that underpins our customer proposition, including internal and external policies and processes.  
• Represent the voice of the customer within the business to ensure the needs of customers are considered with business activities, working with delivery & operations teams to ensure our service & experience vision is achieved.
• Monitor and provide assessment on regulatory changes that impact compliance requirements and service standards. This includes reviewing existing processes and working with teams internally and external service providers to revise and improve standard operating procedures were required, to comply with changes in regulation or in response to feedback loops. 
• Execute and develop the business wide voice of customer programme, include delivery of NPS and customer satisfaction measurement across customer segments, and evaluation of KPI performance from delivery partners.  
• Use insights and feedback to further develop customer journeys in collaboration with customer operations and marketing.  
• Develop customer facing communication, collateral and initiatives, with marketing and customer operations teams.
• Support business development and project delivery teams on client engagement regarding customer experience, including training to client teams.  
• Develop and deliver training on customer experience building a customer centric culture across the business and delivery partners.  
• Contract manage external service providers, where required,  
• Develop and attend customer and community engagement events representing Vattenfall.  

As this is a fast-paced and entrepreneurial team you will be comfortable working both in this kind of dynamic environment but also able to function in a large business with established processes and governance.   

We are looking for new colleagues that have:  

• Knowledge of, or ability to learn about the consumer services sector (utilities, communications, banking) and consumer protection regulation. 
• Willingness to learn and understand heat network metering, billing and customer service platforms and software.  
• Knowledge of, or ability to learn how to use customer relationship management (CRM) tools and other digital platforms.  
• Experience of devising and delivering a voice of customer programme including customer satisfaction and NPS measurement and metrics, and wider customer insights.  
• It is highly desirable to have strong Excel skills as the role will involve interrogating data. 
• Ability to work both independently and as part of a cross-functional team in a matrix environment, taking initiative to drive projects forward.  
• It would be desirable to have working knowledge of, and experience in the Heat Network sector, including Heat Trust and its service standards.