Job Description
Job Title: Customer Journey Improvement Lead
Are you passionate about creating exceptional customer experiences? Do you thrive on transforming challenges into opportunities? Our client, a leading player in the energy sector, is seeking a Customer Journey Improvement Lead to spearhead the design and optimization of end-to-end customer journeys. This pivotal role focuses on ensuring that every interaction across digital and physical touchpoints is seamless and efficient, ultimately driving satisfaction for our customers.
About the Role:
As the Customer Journey Improvement Lead, you will report directly to the Head of Customer Experience. You’ll collaborate cross-functionally to identify friction points and implement initiatives that enhance customer satisfaction. This strategic position requires a unique blend of customer insight, service design expertise, and stakeholder engagement, all while aligning with regulatory obligations.
Key Responsibilities:
Customer Journey Mapping & Service Design:
1. Map and analyze end-to-end customer journeys (e.g., power cuts, connections, Priority Services Register).
2. Identify pain points and accessibility barriers, focusing on opportunities for improvement for all customers.
3. Collaborate with digital, operational, and field teams to create inclusive and e...