Customer Experience Analyst

4 weeks ago

Coffeyville, United States Centrica Full time

**Customer Experience Analyst**

* **Location:** Windsor

* **Country:** GB

* **Organisation:** British Gas Trading Ltd.

* **Category:** Customer Journey

Posted 3 weeks ago

18 Month FTC

**Overview**

BG has recently gone through a customer centric transformation and as a result of it we are more than ever a customer led organisation, we believe that colleague, customer and cash are important, but that colleague and customer experience are fundamental to our success.

There are three main functions in BG: commercial, customer and operations, underpinned by technology. In very simple (might be too simple) terms, commercial creates customer led products and propositions, customer ensures via journey teams that the end to end experience is designed both digitally and offline. And operations (contact centre and engineers) executes or delivers the experience to the customer.

**The Team:**

You will sit in customer and will report to the person that heads the CX Strategy team. If you think of the CXPA competencies or Forresters disciplines thats very similar to how we are organised in Customer. The CX Strategy team is very lean and has a BG wide remit it is a highly visible team to the leadership because of the tangible deliverables we provide to the business.

You- we are looking for someone that has excellent stakeholder management skills, facilitation skills, storytelling skills, and of course proven acumen both theory and practice on what CX is and applied knowledge of as many as possible of the following CX competencies: Understanding Customers, Design, Strategy and Metrics. And, if you are familiar with emotive CX, that will be a plus.

**Some of the key activities you will be working on:**

As you know CX is actually about feelings/emotions so - you will be supporting the embedment of the ***emotions*** we want to evoke into the customer journey teams and the holistic emotions management framework. Help us move from fixing to delivering truly differentiated experiences.

You will be helping the customer journey teams to embed the ***vision/intended experience*** into the design of the end to end journeys and making sure those are measured. You will provide the guardrails for them to do so. Help us to keep us true to the core benefits our customers expect.

You will be supporting the multidisciplinary team that leads an enterprise wide end to end ***customer value proposition design***. This means to create deep understanding of selected customer segments, assessment the fit of the current and future products and propositions, design of the fit, agile delivery, test and evolve. Help us to create customers needs and to adhere to customers needs.

You will also be supporting the development of strategic insights on customer needs, trends, technology, etc to support the design of the ***future state*** of our journeys.

**Location:** At the moment we are working remotely but at some point, you will be expected to be office based for a number of days a week.

**About You: Technical Knowledge & Capability**

* Understands and brings to the organisation latest **CX (Customer Experience)** best practices and trends from an outside-in perspective.

* Bring in outside in perspective and challenge the thinking

* Able to translates the CX vision into an effective execution strategy, provides ongoing coaching to the customer journey teams, commercial and operations teams.

* Understanding of CX maturity in the organisation gaps and innovative solutions to mitigate those.

* Understanding CX fundamentals across all CX competencies: Customer understanding, CX Strategy,

* Design, measurement and metrics, adoption and customer centricity. With more emphasis in measurement, VOC and design.

* Understanding the customer needs, expectations and perceptions by various research methodologies

* Supports the development of the CX Centre of Excellence and a CX Community of Practice to expand the circles of expertise in the organisation

* Build and maintain CX Tooling for the organisation - system, framework and guardrails to ensure consistency in delivering the experience across omnichannel journeys, products and the organisation.

Leading by example by being the advocate for the Customer Experience across the organization

**PLEASE APPLY ONLINE** by hitting the '**Apply**' button.

Applications will ONLY be accepted via the Apply button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

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