Customer Listening Program Manager

This role presents a compelling opportunity for experienced professionals passionate about customer experience and driving positive change within a dynamic and forward-thinking organization. The employer, a multifaceted energy group committed to revolutionizing the energy sector and fostering a greener future, offers a unique environment where purpose, passion, and professional growth are paramount.

Advantages for Potential Candidates:

• Purpose-Driven Work: Be part of a company actively working towards a sustainable future by transitioning away from fossil fuels. This role allows you to contribute directly to creating an energy system that benefits both the planet and communities.
• Impactful Role: As a Customer Listening Programme Manager, you will directly influence how the company understands and responds to customer feedback. Your work will translate customer voices into tangible improvements, enhancing the customer experience across key journeys.
• Innovation and Technology Focus: The company is at the forefront of adopting clever technologies like thermostats, heat pumps, solar panels, and EV chargers. This provides an exciting environment to work with cutting-edge solutions that make energy more efficient and affordable for customers.
• Career Development and Growth: The description emphasizes a commitment to your growth, stating your growth is "non-negotiable." The company promotes a "growth mindset" and offers opportunities to embed listening practices into everyday work, fostering continuous learning.
• Flexible and Supportive Culture: With "FlexFirst hybrid working" and a strong emphasis on supporting the "different realities our people face," the company prioritizes work-life balance. They offer comprehensive "total rewards" designed to support employees financially, physically, and emotionally, including a strong Carers Policy.
• Collaborative Environment: The role requires collaboration with various teams and third-party vendors, fostering a team-oriented approach. The emphasis on "Work as one team" and "Champion customers" indicates a culture of shared success.
• Diverse Brand Portfolio: While the specific role is within British Gas ("sell it and mend it"), the broader group comprises a family of brands revolutionizing energy. This offers potential exposure to a wider spectrum of the energy industry.

Key Considerations for Candidates:

• Experience in CX Measurement and Insights: A strong understanding of CX measurement, analysis, insight generation, and journey mapping tools is essential. Candidates should be able to demonstrate experience in improving customer journeys, particularly in a B2C or B2B context.
• Analytical and Problem-Solving Skills: The ability to analyze processes across digital and offline channels, integrate feedback with performance metrics, and extract clear, actionable insights is crucial.
• Communication and Influence: You'll need to be a strong communicator, able to articulate complex insights in an engaging way to inspire collaboration and drive change. Building relationships and encouraging shared ownership will be key to success.
• Adaptability in a Dynamic Environment: The role requires comfort with prioritizing and adapting in a fast-paced and evolving landscape.
• Passion for Sustainability: A genuine enthusiasm for sustainability and making a positive environmental impact will align well with the company's core mission.
• Proactive Engagement: The company encourages candidates to "share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey." Being prepared to articulate your unique value and aspirations is beneficial.
• Contribution to Culture: The employer is looking for individuals who "add to our culture" rather than just fit in. Candidates should be comfortable embracing diversity and contributing to an inclusive environment where differences are celebrated.

In summary, this Customer Listening Programme Manager position offers a significant opportunity for an individual seeking to make a meaningful impact in the energy sector. If you are driven by purpose, thrive in a collaborative and innovative environment, and are committed to enhancing customer experience, this role could be an excellent step in your career journey.