Overview
Brand Experience Lead at Pitch Publishing. Join a team shaping how millions experience Centrica UK retail brands across a multi-brand portfolio, including British Gas and Hive.
About Your Role
We’re looking for a passionate and strategic Brand Experience Lead to shape how people experience, feel, and engage with Centrica's UK retail brands. You’ll influence brand interactions across touchpoints, ensuring experiences are consistent, compelling, and aligned with each brand’s identity. You will work cross-functionally with internal teams and external partners to bring brands to life and deliver seamless, joined-up experiences.
This role involves analyzing customer journeys, identifying experience gaps, and turning insight into action using behavioural data, customer feedback, and performance metrics to drive continuous improvement. You’ll balance creativity with sound judgment to ensure emotionally resonant experiences for each brand.
What will you be doing?
* Customer Journey Mapping: Analyze UK Centrica retail brand journeys to identify moments that matter and opportunities to elevate brand experience across channels, driving engagement and conversions.
* Brand Guardianship: Activate opportunities to bring brands to life across every interaction, maintaining consistency, emotional resonance, and impact.
* Strategic Thinking: Combine big-picture strategy with hands-on creative collaboration to deliver experiences reflecting each brand’s personality and purpose.
* Brand Personality in Action: Ensure consistent brand expression across touchpoints; collaborate with creative, product, digital, and service teams to activate distinctive experiences.
* Data-Driven Insight: Define KPIs and use customer insight and performance metrics to evaluate gaps and drive improvement.
* Cross-functional Collaboration: Work with internal teams and external partners to deliver a seamless customer experience.
What we're looking for
* Proven background in Brand, CX, or marketing roles in customer-centric, multi-brand or consumer-facing environments.
* Deep understanding of customer experiences and strategic thinking to drive impact and growth.
* Brand-obsessed mindset with the ability to differentiate and elevate.
* Strong analytical, project management, and self-starting capabilities.
* Ability to bridge creative and strategic thinking and influence at all levels.
* Data-savvy and insight-driven, able to turn numbers into action that enhances experience.
* Excellent collaboration and communication skills across diverse teams.
Why apply
We’re a people-centric place with a focus on flexible total rewards that support you and your family physically and emotionally. Learn more about what being part of more means for you and why this could be a great place to work.
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