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Customer Service Designer

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SSE (Scottish and Southern Energy) plc

16d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Design
  • Perth

AI generated summary

  • You need a passion for customer experience, energy sector knowledge, process mapping skills, strong analytical abilities, IT proficiency, and UX design experience is a plus.
  • You will analyze customer insights, build stakeholder relationships, support projects with journey mapping, identify improvement opportunities, and facilitate workshops for continuous enhancement.

Requirements

  • A passion for customer experience with experience of customer process and continuous improvement methodology.
  • Experience working in the Energy sector or a similar market and an understanding of regulatory requirements.
  • Experience developing process maps, flow diagrams and related documentation for process redesign.
  • Strong analytical and problem-solving skills, attention to detail and a focus on delivering results.
  • Strong IT skills with the ability to understand the benefits of and adapt to new tech solutions quickly.
  • Experience with UX design, content management systems (e.g., Optimizely), and analytical tools (e.g., Google Analytics) would be an advantage.

Responsibilities

  • Analyse customer insights, provide recommendations, advise on change requests of customer journeys, assessing impacts of change across processes and system changes to the customer journey.
  • Build strong relationships, and bring together multiple stakeholders, both internal and external to execute on a common goal and support with the continuous improvement of the digital estate.
  • Provide support to new projects on initial journey mapping and requirement setting.
  • Contribute to the discovery of problem statements using data and customer insight.
  • Facilitate workshops and engage with business units to drive opportunities for improvement, acting as the primary voice of the customer.

FAQs

What is the base location for the Customer Service Designer role?

The base locations are Portsmouth or Perth.

What is the salary range for this position?

The salary range is £41,583 - £48,296, along with a range of other benefits.

What is the working pattern for this job?

The working pattern is permanent, full-time, with flexible first options available, allowing for hybrid working (3 days in the office, 2 days from home).

What are the main responsibilities of a Customer Service Designer?

The main responsibilities include analyzing customer insights, building relationships with stakeholders, providing support for new projects, contributing to problem statement discovery, and facilitating workshops to identify improvement opportunities.

What skills are required for this role?

Required skills include a passion for customer experience, experience in customer process and continuous improvement, strong analytical and problem-solving skills, IT skills, and knowledge of UX design and analytical tools is advantageous.

Is experience in the energy sector beneficial for this role?

Yes, experience in the energy sector or a similar market, along with an understanding of regulatory requirements, is beneficial for this position.

What additional benefits does SSE offer?

SSE offers discounts on private healthcare and gym memberships, wellbeing benefits, interest-free loans on tech and transport season tickets, a Cycle to Work scheme, and generous family entitlements.

How does SSE support equal opportunities in the workplace?

SSE is dedicated to fostering an open and inclusive workplace and creates equal opportunities for everyone. They especially welcome applications from underrepresented groups in the workforce or industry.

What should I do if I need reasonable adjustments for my application?

You can contact kim.annink@sse.com or call 01738 344051 to discuss how SSE can support you.

Are applicants required to undergo any checks before starting work?

Yes, if offered a role with SSE, you'll need to complete a criminality check and a credit check before starting work.

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SSE (Scottish and Southern Energy) plc

SSE | We power change.

Energy
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

SSE (Scottish and Southern Energy) is a leading energy company based in the UK. They operate across various sectors of the energy industry, including electricity generation, transmission, distribution, and supply. SSE's ultimate mission is to provide sustainable energy solutions that meet the needs of their customers while reducing environmental impact. Their purpose is to drive the transition to a low-carbon economy by investing in renewable energy sources, promoting energy efficiency, and delivering reliable and affordable energy services. SSE aims to contribute to the decarbonisation of the energy sector, support the development of clean technologies, and play a pivotal role in the shift towards a more sustainable and resilient energy future.

Benefits

  • Holidays and flexible working

    No matter what level you’re at when you join us, you’ll enjoy 34 days of annual leave per year, including public holidays. You can buy up to 10 extra days every year if you choose to, giving you even more flexibility. We also support flexible working across our business, so you can work with your manager to find a routine that fits your individual life circumstances. And because we know things don’t always go to plan, we offer emergency day passes for those times when life throws you a curveball.

  • Money and financial planning

    To protect your financial future, we make a generous pension contribution on your behalf. You can also buy shares in SSE at a discounted rate, giving you the option to share in our success. Everyone gets free access to an award-winning third-party provider of financial education. Plus, you’ll enjoy a wide range of discounts in your favourite shops, and technology loans to help with any big digital purchases.

  • Health and wellbeing

    We genuinely care about each other at SSE and make our people’s wellbeing a priority. Our employee assistance programme offers free and confidential counselling 24 hours a day, 365 days a year. Our people can also access discounted private healthcare from Bupa. And because we know that SSE people care about the communities they serve, we offer everyone a paid day away from their usual job to volunteer as part of the SSE Volunteering Programme.

  • Travel and transport

    We all have a part to play in the journey to net zero. That’s why SSE provides benefits that make it easier for our employees to make positive travel choices. We offer an interest-free salary advance to cover public transport season tickets. We’re also a proud member of the Cycle to Work scheme.

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