At a Glance
- Tasks: Lead customer experience initiatives and improve satisfaction across the organisation.
- Company: Join E.ON Next, an award-winning workplace focused on customer advocacy.
- Benefits: Enjoy competitive salary, 26 days leave, flexible policies, and excellent growth opportunities.
- Other info: Inclusive culture with support for all stages of life and career development.
- Why this job: Make a real impact by shaping customer journeys and driving meaningful change.
- Qualifications: Experience in customer experience strategy and strong stakeholder management skills.
The predicted salary is between 45000 - 55000 £ per year.
We’re looking for an experienced and strategic Customer Experience Manager to help shape the future of customer experience at E.ON Next. In this role, you'll design and deliver customer experience initiatives that improve customer satisfaction, strengthen loyalty and deliver measurable business value by championing the voice of the customer across the organisation.
Working within our Customer Experience team, you'll collaborate with Product, Operations, Commercial, Digital and Technology teams to improve customer journeys, embed customer-centric thinking and deliver meaningful change across the business.
Here's a taste of what you'll be doing- Customer experience strategy & delivery
- Develop and deliver customer experience strategies and improvement initiatives.
- Champion the voice of the customer across E.ON Next.
- Shape and optimise end-to-end customer journeys.
- Use customer insight to influence strategic decision making.
- Change & continuous improvement
- Lead customer experience transformation and change initiatives.
- Drive customer journey improvements that increase NPS, CHI, TrustPilot and business performance.
- Develop business cases and embed customer-first ways of working.
- Identify opportunities to simplify processes and improve customer outcomes.
- Collaboration & stakeholder engagement
- Build strong relationships across Product, Operations, Commercial, Digital and Technology teams.
- Facilitate workshops and influence stakeholders to deliver customer-focused solutions.
- Promote customer-centric thinking and share best practice across the organisation.
- Insight & performance
- Monitor customer experience KPIs and measure the impact of initiatives.
- Analyse customer feedback and performance data to identify improvement opportunities.
- Translate insight into clear, actionable recommendations.
We're looking for someone who combines customer experience expertise with a collaborative approach and a passion for delivering meaningful change.
- Significant experience in customer experience strategy, transformation or continuous improvement roles, with a proven track record of delivering measurable improvements in complex environments.
- Experience improving omni-channel end-to-end customer journeys using customer insight, data and feedback.
- Strong understanding of customer experience measures, including NPS, CHI and Trustpilot.
- Excellent stakeholder management and influencing skills, with the ability to work across Product, Operations, Commercial and Technology teams.
- Strong communication, facilitation and presentation skills.
- Passion for customer advocacy, continuous improvement and delivering measurable business value.
It would be great if you had:
- Experience with customer journey mapping or service design.
- Experience developing business cases and measuring the value of customer experience initiatives.
- Experience working within Agile product or delivery environments.
- Knowledge of Lean or continuous improvement methodologies.
Here’s what else you need to know:
- Role may close earlier due to high applications.
- Fixed term contract length - 12 months.
- Competitive salary.
- Location – Nottingham, Solihull or London - with travel to our other sites when required.
- Excellent parental leave allowance.
- Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds.
- Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings.
- Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024.
- Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers.
- Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone.
- Accessible & Supportive - As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role.
- Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way.
Customer Experience Manager in London employer: E.ON Next
E.ON Next is an excellent employer that prioritises exceptional customer service and employee satisfaction in Bolton. With a competitive starting salary of £25,983, flexible working arrangements, and comprehensive training, we foster a supportive work culture that encourages personal and professional growth. Join us to be part of a team that values your contributions and empowers you to make a meaningful impact in the energy sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like E.ON Next.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like E.ON Next. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to E.ON Next.
How to prepare for a job interview at E.ON Next
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in E.ON Next's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services E.ON Next offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
