United Kingdom Job Openings

Portsmouth Water Ltd

Customer Experience Design Lead

Havant

FULL TIME

September 5, 2024

As the Customer Experience Design Lead at Portsmouth Water you will spearhead the transformation of customer interactions by reimagining and meticulously designing customer journeys. This role is pivotal in ensuring that every touchpoint offers a seamless, user-friendly experience aligned with the company’s strategic ambitions. By leading the UX/UI journeys and collaborating with various stakeholders, the Customer Experience Design Lead will drive innovation and continuous improvement in customer experiences, enhancing customer engagement and satisfaction.
Key Responsibilities

Create and document comprehensive customer journeys across all channels, including digital, face-to-face, and telephone interactions.
Visualise and document customer interactions through detailed journey maps to improve touchpoints.
Oversee the design of all customer touchpoints to ensure they meet usability and accessibility standards.
Implement enhancements to streamline customer interactions, increase satisfaction, and drive adoption of smart metering technology.
Monitor and analyse end user feedback and journey metrics to continuously optimise the customer experience.
Translate end user feedback into actionable recommendations to enhance customer engagement and satisfaction.
Collaborate with internal stakeholders to deliver exceptional customer service and support throughout the customer lifecycle.
Work closely with stakeholders across the business to ensure customer experience initiatives align with company objectives.
Oversee the design of all customer touchpoints to ensure they meet usability and accessibility standards.

Skills & Competencies

Experience in mapping out end-to-end customer journeys, identifying pain points, and opportunities for improvement.
Proficiency with customer journey mapping tools, particularly Microsoft Visio, as this is the primary tool we use. Experience with other platforms such as Miro, Salesforce or UXPressia is also acceptable, with the ability to create detailed and actionable customer journey maps that inform design and strategic decisions.
Capability to implement enhancements to streamline customer interactions, increase satisfaction, and drive adoption of change.
Strong analytical skills with the ability to interpret complex data, conduct analysis of customer behaviour, and derive actionable insights.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams and stakeholders.

Qualifications & Experience

Proven experience in customer strategy, experience management, within a highly regulated operating environment.
High level of proficiency with the Microsoft Office suite of products, particularly Microsoft Excel & Viseo. A sound knowledge of database and billing systems, or ability to rapidly acquire a sound knowledge.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams.

We recognise people want to work in a variety of different ways, this means we are happy to consider flexible working arrangements. Please talk to us at the interview about the flexibility you may want.
We support equality, diversity and inclusion and encourage applications from all sections of society. The Company has a responsibility to ensure that all employees are eligible to work and live in the UK.
Due to the high volume of applications received we are unable to respond to unsuccessful candidates. If your application is of interest to us, we will normally contact you within 2 weeks of receiving your application.
Job Types: Full-time, Fixed term contract
Contract length: 24 months
Pay: £37,561.00-£39,519.00 per year
Work authorisation:

United Kingdom (required)

Work Location: In person
Application deadline: 03/10/2024

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