CX job of the week: SSE

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

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This week: Head of Customer Experience – SSE –  Glasgow/Perth/Aberdeen/Inverness, UK (remote/flexible options available)

The energy giant is on the hunt for a Head of Customer Experience to take a leading role in the delivery of net zero energy in GB through enabling the connection of low carbon energy to the north of Scotland electricity network. 

Responsibilities

• You will be a critical contributor to the transformation of this area of the industry to make sure that national renewable energy targets are met.
• Collaborating with peers in other organisations in the sector, you will remove barriers and increase connections.
• Leading an established department that consists of customer relationship management, new connection offers, customer insights, commercial and customer policy, and customer strategy implementation, you will provide direction and support the teams to deliver on business objectives and obligations.
• Provide accountability for the provision of offers for connection to the network and the commercial contracts for connection which are subject to regulated timescales and obligations, with financial penalties to the business for failure to meet these.
• Accountable for delivering excellence in customer service for parties connected or seeking connection to our network, you will be responsible for ensuring standards are met for contact and interaction with these customers, understanding customers' needs and expectations, and will be the senior manager accountable for resolution of escalated complaints.
• Working internally with senior leaders in project development, construction, and operations, you will ensure that our high standards of customer satisfaction are maintained, and deliver continuous improvement in the customers' experience throughout their full life as a customer of our network.
• Act as a sponsor of SSE digital product implementation as they adopt a new customer relationship management system and tools.
• You will also ensure that the insight gathered from customers is analysed and made available across our business, and to the operator of the system, the regulator and government, to support decision making on strategic network plans and investments.

Requirements

• Aligned with SSE's mission to deliver a Network for Net Zero.
• A leader of high performing teams, with experience in managing and coaching to drive results, and the resilience to lead an operational team, sometimes under pressure.
• Commercially aware, conscientious, and pragmatic in your approach.
• A strategic thinker and effective influencer with the vision and tenacity to deliver change in industry practices as well as internal system, policies, and processes.
• Experienced in operating in a customer-driven environment to understand and meet customer/stakeholder needs and able to understand the dynamics of managing customer relationships in a regulated business.
• Politically aware and able to network (internally and externally) and present, to represent the interests of SSE transmission and its customers, and facilitate development of customer engagement. 

For further information and to submit an application, visit the SSE job board.