Position: Head of Customer Experience
Salary: GBP52800 - GBP79200 per annum
Ref: 523162_1579097366
Job Type: Permanent
Published On: 15/01/2020
Contact Name: Jenna Jackson
Client: SSE plc

Location: Perth or Glasgow

Salary: £52,800- £79,200 depending on skills and experience

Permanent | Full Time Hours with flexible working patterns available

Our Role

As Head of Customer Experience, you will be responsible for the development and ownership of the Customer relationship across all SHE Transmission activities; putting customers at the centre of our strategy and decision making, providing the required insight into customer needs to achieve this and implementing new approaches across SHE Transmission that deliver an exceptional customer experience.

This will involve developing new Customer Experience propositions and processes as well as the provision of key account management for transmission customers (DNOs, Generators and Large Demand Customers) throughout the full customer experience. You will develop and own the overall Transmission Customer delivery plan (short and long-term) and provide guidance and best practice support to the other Directorates within Transmission to develop their customer propositions.

Your action plans will ensure delivery of an exceptional customer experience and that the associated performance culture developed is through an agreement of consistent ways of working. Key aspects will include critical compliance licence obligations on timely connections (RIIO T1 Timely Connections incentive) to manage risk of significant penalty (0.5% of revenue in line with licence obligations) and the delivery of the RIIO T2 strategy for customer experience and Quality of Connections Incentive (c£3m), ensuring it is designed, delivered and communicated.

In addition, you will lead the implementation of the new customer experience policy and the stakeholder engagement strategy. This will involve establishment and delivery of new processes, policies and ways of working which cover the whole customer lifecycle. This will also require development of new relationships with teams serving the customer after the connections experience, i.e. asset management and operations, to ensure an exceptional experience is delivered throughout the customer lifecycle.

Your Skills and Experience

As a Senior Manager, you will have demonstrable experience of developing and implementing Customer strategy in a similarly sized business unit and will have a strong understanding of key business metrics and how to use these to drive a culture based on performance and continuous improvement. You will also be familiar with the customer connections process, incentives and outputs and will have significant experience of successfully leading and motivating large teams of people as well as implementing change management programmes which impact on people/process/systems.

Sound business knowledge of electricity transmission or similar market sector will be crucial, and you will have a strong knowledge and understanding of the UK regulated environment; particularly licence obligations for electricity Transmission and a detailed knowledge of customer obligations and incentives.

Effective engagement with stakeholders is essential, you must therefore be a clear and concise communicator (both written and verbally) with the ability to engage effectively and explain complex issues in appropriate detail at all levels within the organisation. You will also be pragmatic and systematic with the ability to think clearly under pressure, quickly analysing and assimilating information to identify key issues and make evidence-based decisions.

Tenacity and a strong commitment to delivering outcomes to challenging timescales within a regulated environment will be key, as well as a keen eye for numbers, strong attention to detail and excellent IT skills; particularly of Office 365, Sharepoint and Projects.

Our Company

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Passionate about people and proud of our award-winning customer service, we go to great lengths to extend these values to our employees. This enables our diverse workforce the flexibility and opportunity of developing to their full potential. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if its not safe, we don't do it.

Our Benefits

With more than 22,000 employees working over 242 locations, we strive to be a great place to work for everyone. In addition to a competitive salary, you'll automatically be enrolled in into our Group Pension Plan and have the opportunity to join our Share plans. You'll enjoy a generous annual leave entitlement of 34 days (inclusive of public holidays), with the option to buy up to 10 extra days. Each employee is also entitled to one day paid volunteering, allowing you to dedicate your time, skills and expertise to your local community or a charitable cause as part of our "Be the Difference" scheme.

Next Steps

For more information about this role, or to discuss any adjustments you require to submit your application please get in touch via sse..

This vacancy is open to internal and external candidates. If you're internal, please notify your line manager before you submit your application. If you're successful, well conduct some pre-employment checks. Well conduct some pre-employment checks should your verification and vetting level change.