Customer Journey Lead

**Summary:**We\’re seeking a proactive and strategic Customer Journey Lead to champion the South East Water customer experience.Reporting to the Smart Metering Manager, you will be responsible for understanding, mapping, and enhancing every stage of the customer lifecycle—from awareness to advocacy.You will use existing customer segmentation to identify dependencies and provide solutions for a seamless service and process integration.If you\’re passionate about reducing customer complaints and improving our C-MeX position, this is the perfect opportunity to make a tangible impact.****Main responsibilities:***** Undertaking the detailed process mapping of the customer journeys for multiple customer segments with agreed core principles and appropriate process changes.* Creation of a continuous improvement change governance & processes to accommodate customer insights and feedback from multiple sources.* This role is responsible for systems integration both internally and externally to ensure the customer journeys are providing clear and valuable data outputs and a seamless performance for the future whilst ensuring existing performance levels are maintained.* Translate journey insights into a prioritised roadmap of actionable initiatives aimed at improving the customer experience. The role is responsible for developing a structure and process to gain regular valuable insights from multiple sources to continuously update and improve the customer experience.* Develop dashboards and communication materials to share insights and progress on journey initiatives with stakeholders and the wider business. Define, track, and report on key customer experience metrics and KPIs, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), churn rate, and Customer Lifetime Value (CLV).* Partner closely with internal teams to ensure the user experience aligns with the overall customer journey and that new features are developed with customer needs in mind. Ensure robust testing supports process changes through the testing team.* To work with stakeholders throughout the business to ensure the external communication plan drives outcomes that will support the project aims.* This role is solely responsible for using their knowledge, experience and appropriate tools to help inform day-to-day data-driven decision making.* The role will use influencing skills to inform appropriate action planning and delivery of a new solution, where required.* The role will understand where a project decision should be escalated to the Smart Metering Manager.* This role will require on-site face to face customer support, interacting with customers as the installation partners fulfil the meter exchanges/installations.****You\’ll need:** **Skills / Qualifications / Experience***** Educated to A level standard or equivalent with greater relevant experience.* Project management qualification or equivalent experience with project management methodologies or a strong background in business analysis.* Customer Experience (CX) and Customer Journey Management with a customer-centric mindset.* Excellent project management skills and a proven ability to manage multiple workstreams simultaneously in a fast-paced environment.* Exceptional communication, presentation, and stakeholder engagement skills (both internal and external).* Strong analytical skills with the ability to synthesise quantitative and qualitative data into actionable insights whilst incorporating segmentation data.* Proficiency with analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) and customer feedback platforms.* A deeply empathetic and customer-first mindset, with a passion for solving customer problems.* Strategic thinking with excellent verbal and written communication skills.* Proactive and adaptable with the ability to influence and lead without direct authority.* Demonstrable experience of successfully mapping, analysing, and improving customer journeys to drive business improvements, including rapid and complex analysis of data from various perspectives.* Demonstrable experience in leading and delivering multiple projects, particularly in an evolving environment.* Experience in identifying and providing solutions for system dependencies to ensure a seamless process.* Experience with using customer data, insights and feedback to inform decisions and drive improvements. This includes interpreting data to identify pain points and opportunities.* Experience working with and influencing a wide range of stakeholders, from senior management to cross-functional teams, to secure buy-in for customer-centric changes.* Demonstrable experience in working with other companies and stakeholders to understand lessons learnt and continuously review and improve the customer journey.* Experience in utilities, preferably the water industry is advantageous.Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time. **We want to be the water company people want to be supplied by and want to work for.** We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.**Benefits package:*** Excellent Stakeholder pension scheme, up to 10% employer contribution.* 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.* Flexible annual leave policy to buy or sell holiday leave.* Paid volunteering days.* Cycle to work scheme.* Health cash plan.* Life assurance.* Wellbeing related benefits.* To apply for this position, please submit your CV on our career’s website.* It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.* Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks. **If this sounds like the opportunity you’ve been looking for, apply now!**South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.**Compensation package:**£35,000 p.a. + car allowance of £6254.61 p.a.### Join our team:Be you, belong and valued. Grow a career with a meaningful purpose.Introduce yourself to our recruiters and we\’ll get in touch if there\’s a role that seems like a good match.Grow a career with a meaningful purpose. • Come to work to be safe, valued, and trusted. • We’ll encourage you to create and pursue new opportunities for personal growth. • A place to be the real you, build deeper connections and enjoy a sense of belonging. • Be invested in helping us to create a sustainable water supply for now, and in the future. #J-18808-Ljbffr