Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance 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 50000 - 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 are 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 Leicester 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 Leicester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their vision of a greener future.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus in landing that dream job.
✨Tip Number 3
Prepare for your interviews by practising common questions related to customer journey management. Think about how you can share your experiences in a way that aligns with their focus on seamless customer experiences. Storytelling is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining a team that’s all about making a positive impact.
We think you need these skills to ace E2E Customer Journey Manager in Leicester
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for creating amazing customer experiences shine through. We want to see how passionate you are about making a difference in the customer journey!
Be Specific: Use concrete examples from your past experiences to illustrate your skills in managing end-to-end customer journeys. We love seeing how you've tackled challenges and made improvements in previous roles.
Tailor Your Application: Make sure to align your application with our values and the specific requirements of the E2E Customer Journey Manager role. Show us how your experience connects with what we’re looking for – it’ll make a big difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
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 common pain points and successful strategies in customer experience. This will help you speak confidently about how you can enhance their processes.
✨Showcase Your Storytelling Skills
As a Customer Journey Manager, storytelling is key. Prepare examples of how you've used storytelling to advocate for customer needs in previous roles. This will demonstrate your ability to connect with stakeholders and influence change.
✨Prepare for Cross-Functional Collaboration
Think of specific instances where you've successfully collaborated across teams. Be ready to discuss how you’ve brought different departments together to improve customer experiences, as this role requires strong cross-functional teamwork.
✨Quantify Your Impact
Bring data to the table! Be prepared to discuss metrics like NPS or CES from your past experiences. Highlight how your actions led to measurable improvements in customer satisfaction, showing that you understand the importance of performance metrics.