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For Companies At a Glance
- Tasks: Own and improve customer journeys, ensuring seamless experiences from start to finish.
- Company: Join a revolutionary energy company committed to a greener future.
- Benefits: Flexible rewards, health support, and a focus on your well-being.
- Why this job: Make a real impact by championing customer needs and driving positive change.
- Qualifications: Experience in managing customer journeys and strong communication skills required.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 55000 - 65000 ÂŁ per year.
Company Overview
We’re so much more than an energy company. We are a family of brands revolutionising how we power the planet. We’re energisers. One team of 21,000 colleagues energises a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels while living our powerful commitment to igniting positive change in our communities. Here you can find more purpose, more passion and more potential. That’s why working here is #MoreThanACareer. We do energy differently – we make, store, move, sell and mend it.
About the Role
We’re looking for an E2E Customer Journey Manager who is passionate about creating seamless, meaningful customer experiences and who brings strong, hands‑on end‑to‑end customer journey experience. In this role you will take full ownership of one of our most critical customer journeys, from the first interaction through to resolution or renewal. You will act as the voice of the customer across the organisation, ensuring every touchpoint is connected, intuitive and genuinely customer‑focused. By stepping into our customers’ shoes and connecting the dots across teams, systems and channels, you will identify what truly matters, uncover friction points and champion the changes that deliver measurable improvements to customer experience and business outcomes. This is a highly collaborative role, ideal for someone who enjoys influencing without formal authority and thrives in turning customer insight into action.
Responsibilities
- Owning a defined end‑to‑end customer journey such as onboarding, billing, retention or complaints, with accountability from start to finish
- Setting a clear journey vision and experience standards aligned to our CX strategy
- Maintaining a holistic view of the journey across all channels, systems and internal and partner touchpoints
- Using qualitative and quantitative insight to identify pain points, experience gaps and improvement opportunities
- Working closely with Product, Service Design and Operations to plan and coordinate journey improvements
- Defining, monitoring and improving journey performance using agreed CX measures such as NPS, CES and failure demand
- Leading journey governance, balancing customer experience standards with delivery feasibility and organisational priorities
- Bringing teams together through cross‑functional working groups to align on goals and actions
- Acting as a customer advocate in design, delivery and governance forums
- Leading regular “walk the journey” sessions and using storytelling to bring the customer voice to life
- Supporting the Head of CX Strategy and Journey Ownership in embedding customer first thinking across the organisation
Qualifications
- Proven experience owning or improving end‑to‑end customer journeys in a complex, cross‑functional environment is crucial to succeeding in this role
- Strong understanding of customer experience measurement, customer insight and journey mapping approaches
- Experience applying systems thinking and process analysis across both digital and offline channels
- Ability to build trusted relationships and influence stakeholders without direct authority
- A confident communicator and storyteller, able to clearly articulate customer needs and make the case for change
- Comfortable working with ambiguity, prioritising effectively and driving coordinated action
Benefits
We’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially but physically and emotionally too. To discover why we’re a great place to work and what being part of more means for you, visit https://www.morethanacareer.energy/britishgas.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
E2E Customer Journey Manager in Cardiff employer: British Gas
Contact Detail:
British Gas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land E2E Customer Journey Manager in Cardiff
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and the company culture. This not only gives you insider info but also shows your genuine interest in the role.
✨Tip Number 2
Prepare for the interview by understanding the customer journey inside out. Think about how you can improve it based on your past experiences. Bring real examples to the table that showcase your skills in creating seamless customer experiences.
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and make sure to follow up. A little persistence goes a long way, and it shows you’re really keen on joining the team.
✨Tip Number 4
Be ready to demonstrate your storytelling skills during interviews. Use narratives to illustrate how you’ve tackled challenges in customer journeys before. This will help you connect with the interviewers and make your case for why you’re the right fit.
We think you need these skills to ace E2E Customer Journey Manager in Cardiff
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for creating seamless customer experiences shine through. We want to see how passionate you are about making a difference in the customer journey!
Be Specific: Use specific examples from your past experiences that demonstrate your end-to-end customer journey expertise. We love seeing how you've tackled challenges and improved customer experiences in real situations.
Connect the Dots: Make sure to highlight how you can connect various teams and touchpoints to create a holistic customer experience. We’re all about collaboration, so show us how you can bring people together to achieve common goals.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensure it gets into the right hands. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at British Gas
✨Know the Customer Journey Inside Out
Before your interview, dive deep into the end-to-end customer journey. Familiarise yourself with each touchpoint and think about how you would improve them. Be ready to discuss specific examples of how you've enhanced customer experiences in previous roles.
✨Showcase Your Storytelling Skills
As a Customer Journey Manager, storytelling is key. Prepare to share compelling narratives about customer experiences you've transformed. Use real-life scenarios to illustrate your points and demonstrate how you can advocate for the customer within the organisation.
✨Prepare for Cross-Functional Collaboration
This role requires working with various teams. Think of examples where you've successfully collaborated across departments. Be ready to discuss how you influenced stakeholders without formal authority and how you navigated challenges in a complex environment.
✨Quantify Your Impact
Bring data to the table! Be prepared to discuss metrics like NPS or CES that you've used to measure customer experience improvements. Highlight specific outcomes from your initiatives to show how your actions have led to tangible results.