Summary:
Working alongside our Customer Journey Lead, youll be the go:to person for keeping our Smart Meter installations on track.
This role is about looking at the big picture : meaning youll be pulling and analysing both household and non:household property data to ensure we run a smooth smart metering programme.
Youll dive into some complex data to decide whether a job is best handled in:house or by one of our external partners, ensuring every installation or fix is in the right hands.
Beyond the numbers, youll spend your time coordinating between various teams:from water efficiency and leakage to supply:and reaching out to customers to get their appointments in the diary.
Were looking for someone who doesnt just wait for instructions but proactively spots hurdles and clears them.
As the project grows, youll use what youve learned to sharpen our processes, making things smoother and more efficient for everyone involved.
Main responsibilities: Undertake complex data analysis from various data sources to generate actionable insights. Utilise these insights to strategically coordinate smart meter installations, ensuring optimal efficiency, resource allocation and project delivery. Support the Customer Journey Lead by ensuring all delivery partners have the necessary information to complete smart meter installations efficiently. Maintain strict adherence to governance protocols for all appointment bookings and rollout plans. Work closely with the Communications and HiAffinity Issues team to ensure that the correct Comms is being sent to customers and logged correctly in the system. Act as the primary liaison between internal departments, contractors, and customers. Facilitate clear communication and collaboration to ensure seamless project delivery. Collaborate with internal teams such as Customer Side Leakage and Water Efficiency to route work where leaks are identified during installations. Understand and complete any errored work orders from meter exchanges that have been complete, checking for crossed meters and correcting any information before the are completed and updated in the billing system. Support the achievement of water efficiency audit targets through meter management and engagement with Priority Services Register (PSR) customers. Regularly report program progress to the Customer Journey Lead, ensuring full transparency and proactively addressing issues. Provide support for all required regulatory reporting. Develop an understanding of the non:household (NHH) market. Collaborate with the Wholesale Service Desk to reduce business demand by identifying high:usage NHH customers and strategically directing resources as the program rolls out. Embrace continuous learning and innovation throughout the rollout. Proactively identify and raise issues, using lessons learned to develop and implement effective solutions. Youll need:
Skills / Qualifications / Experience Preferably educated to A level standard or equivalent with greater relevant experience. Expert in leveraging quantitative and qualitative data to identify key trends and pain points, translating complex findings into clear, actionable insights that drive strategic decisions. The ability to work autonomously, with a high degree of confidence to manage competing priorities and deliver high:quality results under tight deadlines. Communicates effectively, both verbally and in writing, with a wide range of stakeholders, including customers, technical teams and senior management, adapting messaging to ensure clarity and influence. Proficient with analytics tools such as Google Analytics, Mixpanel, and Amplitude, and skilled in leveraging customer feedback platforms to inform product and business strategy. Skilled in leveraging data to drive operational improvements and meet project objectives by identifying trends and solving key business problems. Proven ability to track and report on key performance indicators (KPIs) related