Customer Experience Manager

Customer Experience Manager

We’re looking for an experienced and strategic Customer Experience Manager to help shape the future of customer experience at E.ON Next. In this role, you'll design and deliver customer experience initiatives that improve customer satisfaction, strengthen loyalty and deliver measurable business value by championing the voice of the customer across the organisation.

Working within our Customer Experience team, you'll collaborate with Product, Operations, Commercial, Digital and Technology teams to improve customer journeys, embed customer-centric thinking and deliver meaningful change across the business.

Here's a taste of what you'll be doing

Customer experience strategy & delivery

• Develop and deliver customer experience strategies and improvement initiatives.

• Champion the voice of the customer across E.ON Next.

• Shape and optimise end-to-end customer journeys.

• Use customer insight to influence strategic decision making.

Change & continuous improvement

• Lead customer experience transformation and change initiatives.

• Drive customer journey improvements that increase NPS, CHI, TrustPilot and business performance

• Develop business cases and embed customer-first ways of working.

• Identify opportunities to simplify processes and improve customer outcomes.

Collaboration & stakeholder engagement

• Build strong relationships across Product, Operations, Commercial, Digital and Technology teams.

• Facilitate workshops and influence stakeholders to deliver customer-focused solutions.

• Promote customer-centric thinking and share best practice across the organisation.

Insight & performance

• Monitor customer experience KPIs and measure the impact of initiatives.

• Analyse customer feedback and performance data to identify improvement opportunities.

• Translate insight into clear, actionable recommendations.

Are we the perfect match?

We're looking for someone who combines customer experience expertise with a collaborative approach and a passion for delivering meaningful change.

• Significant experience in customer experience strategy, transformation or continuous improvement roles, with a proven track record of delivering measurable improvements in complex environments

• Experience improving omni-channel end-to-end customer journeys using customer insight, data and feedback.

• Strong understanding of customer experience measures, including NPS, CHI and Trustpilot.

• Excellent stakeholder management and influencing skills, with the ability to work across Product, Operations, Commercial and Technology teams.

• Strong communication, facilitation and presentation skills.

• Passion for customer advocacy, continuous improvement and delivering measurable business value.

It would be great if you had

• Experience with customer journey mapping or service design.

• Experience developing business cases and measuring the value of customer experience initiatives.

• Experience working within Agile product or delivery environments.

• Knowledge of Lean or continuous improvement methodologies.

Here’s what else you need to know:

• Role may close earlier due to high applications.  

• Fixed term contract length - 12 months

• Competitive salary  

• Location – Nottingham Trinity House, 2 Burton St, Nottingham NG1 4BX, Solihull 2 Prince's Way, Solihull, B91 3ES or London 47-53 Charterhouse Street, Farringdon, London, EC1M 6PB  - with travel to our other sites when required. 

• Excellent parental leave allowance. 

• Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds 

• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings 

• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024. We’re open to discussing how flexibility can work for you 

• Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers. We’re also proud winners of Best Employer for Women and Human Company of the Year—recognising our inclusive, people-first culture 

• Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone 

• Accessible & Supportive - Do you consider yourself as having a disability? As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process 

• Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way 

• For all successful candidates.  Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider 

• Any questions on the role - please reach out to [email protected]  

•  At E.ON Next, our customers are our number 1 priority! All Nexties - including our executive team - regularly directly support customers so we stay close to their needs and make better decisions that deliver the best experience.