Customer Experience Design Lead

We need everyone's positive energy and innovative thinking to lead the energy transition to net zero. That's why we welcome applications from all backgrounds and experiences and have a range of flexible working options to suit everyone!

Here's what you'll be doing

npower Business Solutions powered by E.ON is the leading energy supplier in the UK. We serve approximately 60,000 customers and manage around 300,000 meter points in the Industrial and Commercial (I&C) sector.

We have an exciting opportunity for a Customer Experience Design Lead to join our Customer Experience and Improvement team on a 12-month fixed-term contract basis. For this role, you will be responsible for delivering brand new insight led customer journeys and helping to implement and embed them within the organisation as part of the Customer Experience and Improvement Roadmap strategy. This role offers a great opportunity to work with various stakeholders across the business to improve Net Promoter Score (NPS) and Customer satisfaction (CSAT). This role offers the hybrid working approach, where you will be working in the office (Solihull) approximately 2 days per week.

Key responsibilities

• Leading the design and development of detailed 'as is’ and 'to be’ Journey maps, capturing all critical touchpoints, moments that matter, interaction, and emotion experienced by Customers and Third Party Intermediaries (TPI's).
• Employing service blueprinting techniques to visualise front-end and back-end processes underlying each journey.
• Conducting regular workshops with colleagues and stakeholders to gather insights, validate Journey maps, and identify areas for improvement.
• Using digital tools and platforms to create interactive Journey maps that can be easily shared, updated, and iterated upon.
• Collaborating with cross-functional teams to ensure Journey designs are actionable, highlighting areas for process improvement and innovation.
• Presenting detailed Journey maps, insights, and recommendations to the Customer Experience and Improvement team, and broader internal stakeholders, ensuring alignment with the overall customer roadmap.
• Create, sign off and deliver Journey concepts/ initiatives supported by business cases, working with the Customer Experience and Improvement Senior Leads.

What we need from you

• Proven track record of delivering excellent customer and colleague experiences and driving engagement from within a CX Team.
• Expertise in Journey mapping, service blueprinting, and user experience design (refining, presenting, delivering).
• Proficiency in using digital tools and platforms specifically designed for Journey mapping and design.
• Ability to produce high quality professional presentations and designs, sourcing data to support Business cases for change.
• Solution driven mind-set, dedicated to finding pragmatic solutions to difficult problems with high standards of drive and determination to succeed and deliver.

It would be great if you had

• Experience with large transformation / continuous improvement programs / production systems / business systems.

Here’s what you need to know

• Award-Winning Benefits: Our market-leading benefits package includes 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with the Personnel Today Reward, Recognition and Benefits Award 2022, our benefits truly stand out.
• Recognised for Family-Friendly and Hybrid Policies: In 2024, we earned Double Recognition at the Personnel Today Awards for our exceptional family-friendly and hybrid working initiatives. Let’s discuss how we can work together flexibly.
• Inclusive Employer: As the only energy company in the Inclusive Top 50 UK Employers (currently ranked 8th), we’re committed to equal opportunities, diversity, and fairness for everyone.
• Support for Disabled Applicants: As a Disability Confident Employer, we guarantee an interview for all disabled candidates who meet the minimum role criteria.
• Development Opportunities: With inclusive talent networks, learning resources, and skill-building programs, your career growth is a priority.