Brand Experience Lead

Overview

Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We\’re energisers. One team of 21,000 colleagues that\’s energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst 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 do it all. We make it, store it, move it, sell it, and mend it.

About your team: The Chief Customer Office (CCO) exists to drive commercial growth across all of Centrica Retail through focus on world class customer experience and highly attractive and compelling product and service propositions.

About your role

We’re looking for a passionate and strategic Brand Experience Lead to shape how millions of people experience, feel, and engage with Centrica’s UK retail brands — from British Gas, with its rich heritage and bold platform for future growth, to Hive, our innovative eco-tech brand driving smart home sustainability. You’ll help shape how people engage with us every day to keep their homes warm and working.

This is a rare opportunity to influence a diverse brand portfolio with real breadth and depth — blending creative thinking, strategic insight, and customer centricity to deliver experiences that are consistent, compelling, and category-defining. You’ll analyse customer journeys, identify experience gaps, and turn insight into action — using behavioural data, customer feedback, and performance metrics to drive continuous improvement. With a balance of creativity and sound judgment, you’ll ensure every brand interaction is emotionally resonant and aligned with each brand’s unique identity. Working cross-functionally across internal teams and external partners, you’ll bring our brands to life across every touchpoint, helping to define and deliver seamless, joined-up experiences that truly connect with our customers.

What will you be doing?

• Customer Journey Mapping: Get under the skin of customer journeys across all UK Centrica retail brands, identifying the moments that matter and identifying key opportunities to elevate the brand experience consistently across channels by creating magic moments for our customers that drive engagement and conversion.
• Brand Guardianship: Spot and activate opportunities to bring our brands to life powerfully across every interaction — ensuring consistency, emotional resonance, and impact at each step of the journey.
• Strategic Thinking: Combine big-picture strategic thinking with hands-on creative collaboration to deliver experiences that reflect each brand’s unique personality and purpose, ensuring each customer interaction delivers against our defined brand strategy.
• Brand Personality in Action: Ensure brand expression is consistently delivered across every touchpoint — from comms and platforms to products and service. Collaborate closely with creative, product, digital, and service teams to activate distinctive experiences that reflect each brand’s identity.
• Data-Driven Insight: Define clear KPIs to assess the strength and consistency of brand experiences. Leverage customer insight, behavioural data, and performance metrics to evaluate brand experience gaps and drive continuous improvement.
• Cross-functional Collaboration: Collaborate across a broad range of internal teams and functions alongside external agencies and partners, influencing stakeholders and aligning efforts to deliver a seamless, joined-up experience for customers.

Here\\\’s what we’re looking for

• A proven and successful background in Brand, CX, or marketing roles, ideally in a customer-centric, multi-brand or consumer-facing environment.
• Deep understanding of customer experiences and strategic thinking to drive impact, growth and efficiencies.
• A brand-obsessed mindset — always looking for ways to differentiate and elevate.
• A self-starter with excellent analytical and project management skills.
• Comfortable bridging the creative and strategic — with the ability to influence thinking at all levels.
• Data-savvy and insight-driven — confident in turning numbers into actions that enhance experience.
• A strong collaborator and communicator both verbally and written— able to build relationships across diverse teams and disciplines
• Please note that the hiring manager for this role is Saoirse Kelly, if you have any questions or would like further information, please do reach out to Saoirse directly.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why 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. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/centrica

If you\\\’re full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

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.