Head of Customer Experience

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

An opportunity to play your part

You'll be joining a cross functional team in Digital Technology Services, a core function that provides engineering services to the rest of Centrica. Our cross functional teams are responsible for building, testing, and running their platforms in production.

We are seeking a Head of Customer Experience in IS Operational Delivery Team. This is a strategic role to drive Customer Experience which is a number one priority in technology, as team is undergoing significant transformation. We have recently gone out to tender for the managed service underpinning our service desk and are in the process of agreeing terms of the contract, so this is a pivotal time to join the team.

You will be responsible for leading multiple teams to implement improvements as a result of impacts, to technology for our end users in order to achieve customer satisfaction outcomes. In addition, the team are delivering ServiceNow, NowAssist- the next generation of our virtual assistant supporting colleagues with navigating self-heal through conversational AI.

Location: We have a hybrid-work environment, where you will be predominantly home-based but required to travel to office-sites as and when required

We have tailored our well-being & benefits package around our employees as follows:

• Competitive salary and bonus potential
• Car allowance
• Employee Energy Allowance at 15% of the government price cap
• Pension scheme
• Company Funded Healthcare Plan
• 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days
• Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance
  
  

On a day-to-day basis you will

• Lead the operation of a modern user-centric business support service through our centralised channels; Service Desk and Virtual Agent together with proactive customer engagements
• Lead the end user experience through all stages and touchpoints of a colleague’s journey, ensuring great outcomes and keeping customer satisfaction paramount
• Set and drive the strategic vision for colleague experience, embedding relevant measurements, best practices, and continually seeking customer feedback to support optimisation of service
• Manage 3rd party suppliers, support teams, and service providers effectively, using established governance holding them accountable to achieve the right outcomes
• Communicate clearly and proactively with senior executives and other key stakeholders, avoiding escalations and ensuring mutual understanding of status and outcomes
• Work closely with technology teams to leverage new and emerging capabilities ensuring it meets the needs of the customer.
• Drive proactive engagements with the business to deliver significant improvements to underpin CSAT scores
  
  

What we need from you:

• Have a strong strategic and customer focus building a culture of obsession for service excellence
• Proven experience in Service Management or Service Delivery Management of operational support services in a large IT function
• Matrix management of operational and technical teams with a diverse mix of internal and external resources
• Experience of managing performance with third parties and internal delivery teams within a service framework, including SLA, KPI and OLA management
• Ability to create a clear and shared vision for the team, supported by robust objectives, all of which seamlessly integrates with the wider organization
  
  

Our commitment to diversity

We are proud to be recognised as a disability-confident employer. Our customers come from a variety of different backgrounds, and so do we. We hire great people from all walks of life, not just because it’s the right thing to do, but because it makes our company stronger. We will continue championing inclusivity while investing in our local communities to create a better, more sustainable world for everyone. We are incredibly proud to have been recognised by The Times for being one of the Top 50 Employers for Women.

Our people are the beating heart of our business. We are incredibly proud of our commitment to being Flex First. From childcare to furry friends, we listened to our people and understood that they work best when they are comfortable and have a flexible working model that suits their individual needs. We embrace the opportunity to give our colleagues a choice to work from anywhere whilst still ensuring they can connect and engage with their teams through office days, employee networks and virtual events.