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Head of Customer Experience

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So Energy

2mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Marketing
  • London

AI generated summary

  • You must have experience in customer experience strategy, team leadership, journey mapping, insights analysis, cross-functional collaboration, and emerging technologies, fostering a customer-first culture.
  • You will develop and implement customer experience strategies, analyze data, mentor teams, drive continuous improvement, and collaborate across functions to enhance customer satisfaction and retention.

Requirements

  • Proven experience in developing and implementing customer experience strategies that align with business goals.
  • Strong leadership and team management experience, with a focus on mentoring and guiding customer-facing teams across operations, sales, marketing, and product.
  • Extensive experience in customer journey mapping and optimization, identifying improvements across multiple channels (online, offline, inbound, proactive communications).
  • Demonstrated ability to leverage customer insights and feedback through NPS, CSAT, and similar tools to enhance customer satisfaction.
  • Strong cross-functional collaboration skills, working closely with product, technology, marketing, sales, and other teams to streamline and improve customer experience.
  • Experience in designing and implementing data-driven continuous improvement processes and feedback mechanisms to proactively resolve customer pain points.
  • Hands-on experience with emerging trends and technologies in customer experience (e.g., AI, chatbots, CRM platforms) and their application in driving innovation and improving the customer journey.
  • Ability to foster a customer-first culture by promoting empathy and innovation throughout the organization.

Responsibilities

  • Be passionate and clear, building a plan, with clear indications of success on what our core USP for customer experience is for So Energy
  • Implement a comprehensive customer experience strategy that aligns with the company’s overall business goals
  • Innovate and accelerate our customer experience goals, KPIs, and success metrics to measure performance and outcomes
  • Leverage data analytics and customer feedback to continuously improve the customer journey and reduce pain points
  • Guide and mentor the customer-facing teams, including customer operations, sales and marketing and product
  • Build cross-functional collaboration with stakeholders to ensure a unified and consistent end-to-end customer experience
  • Foster a customer-first culture throughout the organization by encouraging empathy and innovation in serving customers
  • Accountable for all customer journeys across all channels, online, offline, inbound contact and proactive communications
  • Identify improvements and recommendations throughout the customer lifecycle to delight and improve customer retention
  • Implement continuous improvement processes and customer feedback mechanisms to proactively address gaps in the customer experience
  • Champion customer journey mapping and lead efforts to improve onboarding, retention, and overall satisfaction
  • Identifying areas for improvement in customer self-serve, resolution and knowledge management
  • Work with the resourcing department to ensure data-driven insight to maximize customer experience throughout their journey, optimizing items such as skills, agent availability and channel switching
  • Design and develop ambitious programs for capturing and analysing customer insights through surveys, NPS, Customer Effort Scores, customer satisfaction (CSAT), and other short-term and long-term feedback tools
  • Develop a framework for acting on customer feedback, ensuring that customer pain points are resolved efficiently and systematically
  • Be a customer advocate, foster a culture of continuous improvement, where experience is owned and developed across every line, not just top-level down
  • Create closed-loop feedback processes that communicate resolutions to customers and share insights across teams
  • Oversee analysis of complaints and pain points, which deliver actionable improvements to improve the experience for our customers
  • Work closely with the product and technology teams to ensure that customer experience is prioritized in product development and design
  • Collaborate with marketing and sales teams to ensure brand messaging, campaigns, and promotions resonate with customers’ expectations
  • Align billing and metering teams with customer care to streamline issue resolution, minimizing friction points
  • Work with our QA teams to ensure assessment framework and criteria are customer-centric
  • Stay informed of emerging trends and best practices in customer experience management and technology (e.g., AI, chatbots, CRM platforms)
  • Develop knowledge management insight to support our customers, and agents in getting access to the right solutions as quickly as possible
  • Be a key stakeholder in, and support Product & Technology teams in the implementation of cutting-edge technologies to enhance the customer experience, such as personalization, self-service tools, and data-driven insights

FAQs

What is the job title for this position?

The job title is Head of Customer Experience.

Where is the job located?

The job is based in the UK and is hybrid.

What type of working culture does So Energy promote?

So Energy promotes a values-driven culture that is encouraging, supportive, and offers opportunities for growth.

What are the holiday benefits for this role?

The role offers 25 holiday days plus local bank holidays, 1 birthday day, and 3 So Giving Days for community service.

What kind of development support does So Energy provide?

So Energy provides a personalized learning and development budget for its employees.

Who will the Head of Customer Experience report to?

The Head of Customer Experience will report to the Customer Operations Director.

What are the key responsibilities of the Head of Customer Experience?

Key responsibilities include developing customer experience strategies, leading customer-facing teams, optimizing customer journeys, and leveraging customer insights to drive improvements.

What qualifications or experience are required for this role?

Candidates should have proven experience in customer experience strategy development, leadership and team management, customer journey mapping, and familiarity with customer feedback tools like NPS and CSAT.

How does So Energy ensure a customer-first culture?

So Energy fosters a customer-first culture by promoting empathy and innovation throughout the organization and guiding teams to prioritize customer needs.

What kind of technologies should candidates be familiar with for this role?

Candidates should be knowledgeable about emerging technologies in customer experience management, such as AI, chatbots, and CRM platforms.

What is the hiring process for this position?

The hiring process includes a talent interview, a technical interview, and a final culture interview.

What is the company's stance on diversity, equity, inclusion, and belonging?

So Energy is committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging and encourages employees to bring their authentic selves to work.

Are there opportunities for community involvement in this role?

Yes, employees are given 3 So Giving Days to spend giving back to their chosen causes.

What is the company's vision regarding sustainability?

So Energy is passionate about sustainability and is working towards a net zero future as a renewable energy company.

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So Energy

We’re So Energy and since 2015, we’ve been supplying great value 100% renewable electricity and gas to homes in the UK.

Energy
Industry
201-500
Employees
2015
Founded Year

Mission & Purpose

We’re a London-based supplier of gas and 100% renewable electricity to homes around Great Britain, and we believe in honesty, transparency, and enabling our customers to make the move towards net zero. We’re the only energy supplier that empowers customers by allowing them to vote on how we source their renewable electricity. We're proud to say that we were one of the very first companies to sign up to the Energy Switch Guarantee, we offer the Warm Home Discount and we’re part of the Vulnerability Commitment. We're doing our best to help lead change in the energy industry for the better. We’re working on new solutions like solar and EV and looking to future innovations that will be essential for a greener future. We’re a diverse, ambitious and supportive workforce that gets things done. If this sounds right up your street, then take a look at our current openings at https://apply.workable.com/so-energy/

Benefits

  • Health Insurance

  • Dental Insurance

  • Mental Health Care