Customer Experience Strategist - London, United Kingdom - OVO Energy

OVO Energy

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 an enthusiastic and talented Service Designer who wants to work on complex projects and support multiple product teams to help us 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 within our Customer Experience team, collaborating with a wide range of other disciplines and getting involved with managing all aspects of our Customer Experience.

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?

You'll be working to support our key Value Streams, representing the voice of the customer and turning insight and feedback into tangible improvement actions and measurable business value.

By taking an outside-in approach based on what matters to customers, you will prioritise, assess, design and measure experiences across multiple touchpoints and channels.

Key responsibilities include:

Support Value Streams to design consistent and seamless customer experiences and journeys
Manage and deliver crossfunctional programmes to improve customer experience
Design and maintain customer journey maps, providing an end to end view of key journeys across multiple touchpoints and channels and a single version of the truth across the business.
Design and facilitate workshops, working with the customer insight and data teams to provide quantitative and qualitative inputs to help bring the experience to life
Identify and support the development of new journeys using our best in class methodologies
Make recommendations for prioritised improvements by identifying the of cost benefit associated
Participate in and lead presentations to share the voice of customer, spread understanding and build belief in CX across the organisation.
Be visible, by spending time in the customer and colleague worlds, maintaining an up to date view of the experience
Seek to build phenomenal relationships and networks and be an advocate for our team across the wider organisation
Demonstrate the use of best in class thinking and future trend analysis to challenge our ways of working
Conduct quantitative and qualitative research to uncover areas of opportunity and/or test propositions
Complete additional reasonable requests to support the CX and wider commercial strategies
Lead the closer to the Customer Program Development in partnership with the People team and CX Leadership

Is this the job for me?

Specialist in Service Design, user Experience Design, human Centered Design and either design methodologies
Understand qualitative and quantitative research methods and when to use them. Experience of planning and facilitating user research, and analysing the data to provide practical insight
Knowledge and experience of a wide range of tools and methods, such as service design blueprints and personas
Ability to dive into, and map the complex front stage and backstage capabilities such as Technology, People, Processes, and Policies
Ability to create engaging narratives that are used to help partners to empathise with the research insights, as well as to bring to life the target state customer and colleague experience
Able to confidently facilitate and lead workshops with both designers and project partners to create a shared understanding of the problem space, the users, and the end to end journey
Understanding of the Utilities industry and impacts on the Customer Experience
Proven track record to identify and inspire change by influencing partners to act
Positive relationship leadership skills and ability to work collaboratively to achieve the outcome
Proven communication skills and