Customer Communications Lead

Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

Customer Communications Lead

Leicester / Windsor / Flexible UK Locations with FlexFirst hybrid working

£40k-£52k DOE plus 7.5% target bonus & benefits

Overview

British Gas Business (BGB) is the leading provider of energy to SMEs in the UK and is focused on helping its customers energising a greener, fairer future.

This is brand new role to define our Customer Engagement (Communications) Strategy in BGB.

You will be required to visit some of our key BGB locations including Edinburgh, Leicester and Windsor.

The Role

You will map the current touch points for customer engagement across all platforms (SAP and Ensek) covering communication method, systems (internal and third party), frequency, purpose as well as understanding performance and current customer experience of these touch points.

You will also need to define the midterm customer engagement strategy, considering how this supports the wider customer experience strategy, using insights from teams such as Voice of the Customer to support this.

Creating business cases to support any funding requirements needed to implement the Customer Engagement strategy and will be key.

You will also create a customer engagement scorecard (KPIs) to track performance and identify opportunity for improvement. You will be the customer experience lead for transformational business and industry projects putting the ‘customer first’.

Validating customer engagement work requests into the team from business stakeholders as well as regulatory and third-party activity will be part of your role as well as collaborating with Customer Communication Managers to prioritise delivery. You will also seek out opportunities for improvement.

The Person

We would like experience of setting and embedding customer communication strategies ideally in the B2B space, industry does not matter, we are keen to bring new ideas into the team.

You will also have experience in consumer-focused product and communications marketing coupled with delivering customer experience (CX) /change programmes (redesigning customer journeys using data points).

Knowledge of using customer insight and turning it into actionable plans and activities is also useful for this role. You are customer focussed, an influencer and innovator with good analytics experience.

#LI-BGAS

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

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.