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Customer Experience Manager

2 months ago

Solna Municipality, Sweden Vattenfall Full time

About the Role

Vattenfall is seeking a highly skilled Customer Experience Manager to join our UK Heat business. This is a fantastic opportunity to deliver lasting impact and shape the future of a growing industry.

Key Responsibilities

  • Develop and maintain customer journeys for each customer segment, including digital journeys, to ensure market-leading customer experience.
  • Collaborate with relevant teams to develop customer service standards, internal and external policies, and processes that underpin our customer proposition.
  • Represent the voice of the customer within the business, ensuring customer needs are considered in all business activities.
  • Monitor and assess regulatory changes that impact compliance requirements and service standards.
  • Execute and develop the business-wide voice of customer programme, including delivery of NPS and customer satisfaction measurement.
  • Use insights and feedback to further develop customer journeys in collaboration with customer operations and marketing.
  • Develop customer-facing communication, collateral, and initiatives with marketing and customer operations teams.
  • Support business development and project delivery teams on client engagement regarding customer experience.
  • Develop and deliver training on customer experience, building a customer-centric culture across the business and delivery partners.
  • Contract manage external service providers, where required.
  • Develop and attend customer and community engagement events representing Vattenfall.

Requirements

  • Knowledge of the consumer services sector (utilities, communications, banking) and consumer protection regulation.
  • Ability to learn about heat network metering, billing, and customer service platforms and software.
  • Knowledge of customer relationship management (CRM) tools and other digital platforms.
  • Experience in devising and delivering a voice of customer programme, including customer satisfaction and NPS measurement.
  • Strong Excel skills for data interrogation.
  • Ability to work independently and as part of a cross-functional team in a matrix environment.

About Vattenfall

Vattenfall is a European energy company with a strong commitment to promoting a diverse and inclusive community. We offer a range of family-friendly, inclusive employment policies, flexible working arrangements, and services to support all our employees. We strive to be a good role model regarding diversity and work actively to ensure all employees have the same opportunities and rights regardless of gender, ethnicity, age, transgender identity or expression, religion or other belief, disability, or sexual orientation.