Company Overview
We’re so much more than an energy company. We are a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues energises a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels while living our powerful commitment to igniting positive change in our communities. Here you can find more purpose, more passion and more potential. That’s why working here is #MoreThanACareer. We do energy differently – we make, store, move, sell and mend it.
Position: End‑to‑End Customer Journey Manager
Location: Flexible, must be willing to travel to our sites for meetings and collaboration.
About the Role
We’re looking for an E2E Customer Journey Manager who is passionate about creating seamless, meaningful customer experiences and who brings strong, hands‑on end‑to‑end customer journey experience.
In this role you will take full ownership of one of our most critical customer journeys, from the first interaction through to resolution or renewal. You will act as the voice of the customer across the organisation, ensuring every touchpoint is connected, intuitive and genuinely customer‑focused. By stepping into our customers’ shoes and connecting the dots across teams, systems and channels, you will identify what truly matters, uncover friction points and champion the changes that deliver measurable improvements to customer experience and business outcomes. This is a highly collaborative role, ideal for someone who enjoys influencing without formal authority and thrives in turning customer insight into action.
Responsibilities
* Owning a defined end‑to‑end customer journey such as onboarding, billing, retention or complaints, with accountability from start to finish
* Setting a clear journey vision and experience standards aligned to our CX strategy
* Maintaining a holistic view of the journey across all channels, systems and internal and partner touchpoints
* Using qualitative and quantitative insight to identify pain points, experience gaps and improvement opportunities
* Working closely with Product, Service Design and Operations to plan and coordinate journey improvements
* Defining, monitoring and improving journey performance using agreed CX measures such as NPS, CES and failure demand
* Leading journey governance, balancing customer experience standards with delivery feasibility and organisational priorities
* Bringing teams together through cross‑functional working groups to align on goals and actions
* Acting as a customer advocate in design, delivery and governance forums
* Leading regular “walk the journey” sessions and using storytelling to bring the customer voice to life
* Supporting the Head of CX Strategy and Journey Ownership in embedding customer first thinking across the organisation
Qualifications
* Proven experience owning or improving end‑to‑end customer journeys in a complex, cross‑functional environment is crucial to succeeding in this role
* Strong understanding of customer experience measurement, customer insight and journey mapping approaches
* Experience applying systems thinking and process analysis across both digital and offline channels
* Ability to build trusted relationships and influence stakeholders without direct authority
* A confident communicator and storyteller, able to clearly articulate customer needs and make the case for change
* Comfortable working with ambiguity, prioritising effectively and driving coordinated action
Benefits
We’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially but physically and emotionally too. To discover why we’re a great place to work and what being part of more means for you, visit https://www.morethanacareer.energy/britishgas.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
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