Experienced Customer Journey Manager – Energy Efficiency and Fuel Poverty Programmes

Are you passionate about creating seamless customer experiences that drive business growth and customer satisfaction? Do you have a deep understanding of customer journey mapping, design thinking, and co-creation methodologies? We're looking for a seasoned Customer Journey Manager to join our team at blithequark, a leading provider of essential infrastructure services for life. As a key member of our customer experience team, you'll play a critical role in shaping customer journeys for our energy efficiency and fuel poverty programmes, such as WHF, HUG, and LEAP.

About blithequark

At blithequark, we're committed to delivering 'best in class' services that exceed our customers' expectations. We're a fast-growing, dynamic business that's passionate about making a difference in the lives of our customers. Our team is dedicated to creating a culture of innovation, collaboration, and continuous improvement, where everyone feels valued and empowered to make a meaningful contribution.

What will you be doing?

As a Customer Journey Manager at blithequark, you'll be responsible for leading the way in shaping customer journeys for our energy efficiency and fuel poverty programmes. Your key responsibilities will include:

• Collaborating with cross-functional teams to map every interaction and track key metrics to optimise the customer experience
• Developing and implementing customer journey maps, design thinking, and co-creation methodologies to enhance customer journeys
• Analyzing KPI and customer feedback data to identify areas for improvement and develop data-driven solutions
• Working closely with stakeholders to ensure clear communication and readiness for new projects
• Staying up-to-date with industry trends and best practices in customer experience and journey mapping

What you'll bring

To succeed in this role, you'll need to bring a unique combination of skills and experience, including:

• Energy or housing knowledge and a deep understanding of customer journey mapping, design thinking, and co-creation methodologies
• Experience in enhancing customer journeys, preferably in B2C
• Analytical skills for interpreting KPI and customer feedback data
• Experience of process mapping and understanding the technical capabilities of a CRM system, preferably Salesforce
• Competent skills in Visio and Powerpoint

What's in it for you?

We offer a range of benefits designed to support your life in and out of work, including:

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000's of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme

In addition, this role offers:

• 25 days annual leave plus bank holidays
• 2 Paid volunteer days per year

Our culture and values

At blithequark, we're committed to creating a culture of innovation, collaboration, and continuous improvement. Our values help to shape our culture and how we work with one another, and we recruit with these values in mind to ensure your aspirations and ways of working align with ours. Our values include:

• We're responsible and go further for our people, clients, communities, and the planet
• We're open and seek new and better ways of exceeding expectations
• We're together and as one team; the whole is greater than the sum of the parts
• We're ambitious and embrace opportunity, to lead essential infrastructure services for life

Why join us?

Whether you're a trainee, apprentice, or graduate, or progressing through your career, our people benefit from industry-recognised programmes, training, and development. It's an exceptional time to be a part of blithequark, and we're excited to welcome talented individuals like you to our team.

How to apply

If you're passionate about creating seamless customer experiences and have a deep understanding of customer journey mapping, design thinking, and co-creation methodologies, we'd love to hear from you. Please apply to this role through our website, and we'll be in touch soon to discuss your application.

Important note

Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. Apply for this job