Head of Customer Journey in Milton Keynes

IMServ is one of the UKs leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.

PURPOSE OF ROLE: The Head of Customer Journeys will develop and implement the customer experience and journey in line with the business strategy by building and maintaining a solid communications channel with customers and stakeholders. They will establish reporting and performance metrics to measure the customer journey, capture customer behaviour, analyse customer data and understand what improvements can be made to optimise the customer journey. This role is essential for driving business success and ensuring that the voice of the customer is integrated into all aspects of the organisation.

MAIN RESPONSIBILITIES

• Develop and maintain customer journey maps to visualize and enhance customer experience.
• Provide CX assurance by aligning decisions with our CX principles and standards, upholding the highest standards of customer satisfaction.
• Cultivate a customer-centric culture throughout the organisation.

PERSON SPECIFICATION:

Knowledge and qualifications

• Educated to degree standard and/or hold relevant professional qualifications in Marketing, Communications, Business Administration, or a related field.

Skills

• A passion for customer centricity combined with good commercial awareness, to deliver impactful change that benefits both customers and the business.
• Excellent communication skills with ability to build strong relationships spans all levels, including influencing at the board level, thriving in a complex organisational landscape.
• Strong analytical skills with ability to make data driven decisions.
• Solid understanding of transformation/project management methodologies with ability to integrate plans with and influence wider business roadmaps.
• Ability to identify opportunities to make the way we work simpler for customer and colleagues.
• Ability to encourage data-driven, goal-oriented decisions, spearheading rapid learning by championing new approaches, including experimentation.
• Gravitas and the ability to influence a broad range of stakeholders with credibility, facts and judgement that builds their understanding of how what they do impacts the customer.
• Flexibility and adaptability in a fast-paced environment, with the skill to handle multiple priorities, meet deadlines and work with ambiguity.
• Exceptional communication and interpersonal skills, capable of building strong relationships and influencing both internal and external stakeholders.
• Excellent understanding of industry trends, emerging customer experience strategies and technologies.

Experience

• Excellent customer journey management experience across digital and physical channels in any Utilities / Data Management sector.
• Proven experience in a leadership role within Customer Experience, Experience Design, Customer Journey Management or similar, with the ability to evidence owning and optimising end-to-end customer experience, across on and offline journeys.
• A track record in developing and implementing customer journey strategies and initiatives informed by critical business metrics.
• Experience leading and developing high performing teams, with a focus on coaching, mentoring and development.
• Experience in a Private Equity owned business environment (*)
• Agile Methodologies (*)

All points marked with (*) are desirable and are not essential to the position.

COMPANY BENEFITS:

• 28 days annual leave plus Bank Holidays.
• Annual leave Buy & Sell scheme.
• Enhanced Salary Sacrifice Pension Contributions.
• Life Assurance up to 6 X Base Salary.
• Simply health Healthcare plan (Upgrades available).
• In Office & Out of Office Social Events.
• Retailer Discounts Platform.
• Employee Assistance Program.
• Wellbeing Centre.
• Car Salary Sacrifice Scheme.
• Reward & Recognition (*Length of service & T&Cs apply).

Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UKs leading and growing energy data collection and meter operations service provider.

Diversity and inclusion have long been at the heart of IMServs success. As we continue our growth, our focus remains on ensuring that equality, diversity and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership. These are the key drivers of our business, that our customers really look to us for.

(Please note that we reserve the right to close this position before the expiry date.)