Job descriptionRole OVO-View Location: Hub based! Bristol, London or Glasgow But you have the flexibility to work wherever suits you best Team: Customer Experience Projects Salary banding: £70,000 - £90,000 Experience: Experienced Working pattern: Full-Time Reporting to: Sarah Ball, Head of Customer Experience Sponsorship: Unfortunately we are unable to offer sponsorship for this role. This role in 3 words: Data, Insights, Customer Top qualities for this role: Analytical, All Rounder, Resilience, Technical In the words of the team, you should leave your current role for this one because…. It's a chance to be part of our mission to bring the customer even closer to the heart of every decision we make. We're expanding to cater to OVO's 5 million customers, and we need innovative, proactive, and passionate individuals to improve overall satisfaction through exceptional service design and data-driven insights. Everyone belongs at OVO At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us. Teamworking for the planet Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how: Our CX Projects team use data insights, analytical skills and human-centred design thinking, to immerse themselves in the customer's world. They analyse data to identify key drivers, facilitate workshops to bring insights to life, and partner with people across the business to prioritise experience improvements. This role in a nutshell: This role is an exciting opportunity nestled at the intersection of People Analytics and Customer Experience Analytics where both teams have recently merged. You'll work closely with our People Analytics team, with a shared mission of crafting superior experiences for our people and our customers. You'll play a vital role in understanding customer problems and fixing issues to create seamless end-to-end experiences. Your focus will be on concrete insights and practical value, making data-backed recommendations to improve Customer Servicing. Your key outcomes will be: Support the delivery of our People and Customer Experience Strategy by crafting impactful experiences Provide high level end-to-end views of our customer lifecycle across touchpoints and channels Design and conduct experience workshops, using data and analytics for insights Identify and develop new experiences using top-notch methodologies and technology Make data-driven recommendations for prioritised improvements, collaborating with CX & PX Analytics Lead presentations to share customer insights and promote customer-centricity Represent external body benchmarking (CAB, Uswitch, Trustpilot) for maximum performance Partner with operational value streams to prioritise and deliver high-impact improvements Build strong relationships, advocate for the team, and inspire a human-centered design approach Challenge the status quo with future trend analysis and standard processes Collaborate effectively in diverse teams to achieve shared goals Foster a design thinking mentality for creativity and innovation Synthesise and communicate complex customer feedback to team members Facilitate ideation sessions and guide groups to generate innovative ideas Use internal and external metrics to prioritise high-impact customer improvements in cross-functional teams You'll be a successful CX Projects Manager here at OVO if you have… Fluency in creating engaging workshop/meeting programs and schedules for clear outcomes Confidence and experience in facilitating workshops to achieve the desired goals Strong Customer Experience and human-centered Design skills Proven experience interpreting and using data/insight to inspire change and improvement Experience in customer experience/journey management within a customer-facing organisation The ability to apply business and commercial understanding to proactively find improvement opportunities Positive relationship leadership skills and collaborative abilities Proven communication skills to build compelling stories and recommendations Experience to bring new thinking and ideas to CX tools and frameworks, such as customer segmentation and personalised journeys, the use of AI technology and real time sentiment analysis to guide and inform the design of solutions, products and services Strong attention to detail and having an analytical approach will be necessary as you identify key drivers and root causes of complaints and customer dissatisfaction. You won't like this role if you don't enjoy… Frequent cross-functional collaboration Facilitating workshops Embracing complexity and ambiguity Understanding broader business strategy Challenging the status quo and bringing fresh thinking is expected Influencing others - this is critical for success Let's talk about what's in it for you We'll pay you between £70,000 - £90,000, depending on your specific skills and experience. If your expectations are a little different, let us know! We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission. You'll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there's flex pay. It's an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here's a taster of what's on offer: For starters, you'll get 34 days of holiday (including bank holidays). For your health With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more For your wellbeing With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations For your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers For your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know. For your Belonging To find better ways to support our people, we need to listen to each other's experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you. Oh, and one last thing... We'd be thrilled if you tick off all our boxes yet we also believe it's just as important we tick off all of yours. And if you think you have most of what we're looking for but not every single thing, go ahead and hit apply. We'd still love to hear from you! If you have any additional requirements, there's a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..
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