E2E Customer Journey Manager

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

End-to-End Customer Journey Manager

Location: Flexible, however must be willing to travel to our sites for meetings and collaboration.

About the role

We’re looking for an E2E Customer Journey Manager who is passionate about creating seamless, meaningful customer experiences and who brings strong, hands-on end-to-end customer journey experience.

In this role, you will take full ownership of one of our most critical customer journeys, from the very first interaction through to resolution or renewal. You will act as the voice of the customer across the organisation, ensuring every touchpoint is connected, intuitive and genuinely customer focused.

By stepping into our customers’ shoes and connecting the dots across teams, systems and channels, you will identify what truly matters, uncover friction points and champion the changes that deliver measurable improvements to customer experience and business outcomes.

This is a highly collaborative role, ideal for someone who enjoys influencing without formal authority and thrives in turning customer insight into action.

What you’ll be responsible for

• Owning a defined end-to-end customer journey such as onboarding, billing, retention or complaints, with accountability from start to finish

• Setting a clear journey vision and experience standards aligned to our CX strategy

• Maintaining a holistic view of the journey across all channels, systems and internal and partner touchpoints

• Using qualitative and quantitative insight to identify pain points, experience gaps and improvement opportunities

• Working closely with Product, Service Design and Operations to plan and coordinate journey improvements

• Defining, monitoring and improving journey performance using agreed CX measures such as NPS, CES and failure demand

• Leading journey governance, balancing customer experience standards with delivery feasibility and organisational priorities

• Bringing teams together through cross functional working groups to align on goals and actions

• Acting as a customer advocate in design, delivery and governance forums

• Leading regular “walk the journey” sessions and using storytelling to bring the customer voice to life

• Supporting the Head of CX Strategy and Journey Ownership in embedding customer first thinking across the organisation

What we’re looking for

We’re keen to hear from people who are curious, motivated and driven to create meaningful change for customers.

• Proven experience owning or improving end-to-end customer journeys in a complex, cross functional environment is crucial to succeeding in this role

• Strong understanding of customer experience measurement, customer insight and journey mapping approaches

• Experience applying systems thinking and process analysis across both digital and offline channels

• Ability to build trusted relationships and influence stakeholders without direct authority

• A confident communicator and storyteller, able to clearly articulate customer needs and make the case for change

• Comfortable working with ambiguity, prioritising effectively and driving coordinated action

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.