🌍 UK, Hybrid

⭐️ Our Perks

Values-driven culture – we’re really proud of our culture. 

🙌 Drive your own experience 

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• Technology – Your choice of Mac or Windows

✨ Empowering you to be your most authentic self 

• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
•  Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Head of Customer Experience at SO ENERGY

The Head of Customer Experience is responsible for developing and overseeing the strategy to ensure a seamless, high-quality customer experience across all touchpoints. This leader will drive customer-centric initiatives, improve satisfaction, retention, and loyalty, and collaborate with cross-functional teams to embed customer experience into the company’s culture. 

Reporting into our Customer Operations Director 👋

What you’ll be getting up to:

Customer Experience Strategy:

• Be passionate and clear, building a plan, with clear indications of success on what our core USP for customer experience is for So Energy
  
• Implement a comprehensive customer experience strategy that aligns with the company’s overall business goals.
  
• Innovate and accelerate our customer experience goals, KPIs, and success metrics to measure performance and outcomes.
  
• Leverage data analytics and customer feedback to continuously improve the customer journey and reduce pain points.

Leadership & Team Management:

• Guide and mentor the customer-facing teams, including customer operations, sales and marketing and product.
  
• Build cross-functional collaboration with stakeholders to ensure a unified and consistent end-to-end customer experience.
  
• Foster a customer-first culture throughout the organization by encouraging empathy and innovation in serving customers.

Customer Journey Mapping & Optimization:

• Accountable for all customer journeys across all channels, online, offline, inbound contact and proactive communications.
  
• Identify improvements and recommendations throughout the customer lifecycle to delight and improve customer retention.
  
• Implement continuous improvement processes and customer feedback mechanisms to proactively address gaps in the customer experience.
  
• Champion customer journey mapping and lead efforts to improve onboarding, retention, and overall satisfaction.
  
• Identifying areas for improvement in customer self-serve, resolution and knowledge management.
  
• Work with the resourcing department to ensure data-driven insight to maximize customer experience throughout their journey, optimizing items such as skills, agent availability and channel switching.

Customer Insights & Feedback Management:

• Design and develop ambitious programs for capturing and analysing customer insights through surveys, NPS, Customer Effort Scores, customer satisfaction (CSAT), and other short-term and long-term feedback tools.
  
• Develop a framework for acting on customer feedback, ensuring that customer pain points are resolved efficiently and systematically.
  
• Be a customer advocate, foster a culture of continuous improvement, where experience is owned and developed across every line, not just top-level down
  
• Create closed-loop feedback processes that communicate resolutions to customers and share insights across teams.
  
• Oversee analysis of complaints and pain points, which deliver actionable improvements to improve the experience for our customers

Cross-Functional Collaboration:

• Work closely with the product and technology teams to ensure that customer experience is prioritized in product development and design.
  
• Collaborate with marketing and sales teams to ensure brand messaging, campaigns, and promotions resonate with customers’ expectations.
  
• Align billing and metering teams with customer care to streamline issue resolution, minimizing friction points.
  
• Work with our QA teams to ensure assessment framework and criteria are customer-centric

Innovation & Technology:

• Stay informed of emerging trends and best practices in customer experience management and technology (e.g., AI, chatbots, CRM platforms).
  
• Develop knowledge management insight to support our customers, and agents in getting access to the right solutions as quickly as possible
  
• Be a key stakeholder in, and support Product & Technology teams in the implementation of cutting-edge technologies to enhance the customer experience, such as personalization, self-service tools, and data-driven insights.

This role will be a great fit if:

• Proven experience in developing and implementing customer experience strategies that align with business goals.
• Strong leadership and team management experience, with a focus on mentoring and guiding customer-facing teams across operations, sales, marketing, and product.
• Extensive experience in customer journey mapping and optimization, identifying improvements across multiple channels (online, offline, inbound, proactive communications).
• Demonstrated ability to leverage customer insights and feedback through NPS, CSAT, and similar tools to enhance customer satisfaction.
• Strong cross-functional collaboration skills, working closely with product, technology, marketing, sales, and other teams to streamline and improve customer experience.
• Experience in designing and implementing data-driven continuous improvement processes and feedback mechanisms to proactively resolve customer pain points.
• Hands-on experience with emerging trends and technologies in customer experience (e.g., AI, chatbots, CRM platforms) and their application in driving innovation and improving the customer journey.
• Ability to foster a customer-first culture by promoting empathy and innovation throughout the organization.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Want to tailor your application? 

Hiring Process

1.  Talent Interview - Jason Tunney, Head of Talent
2.  Second stage interview (technical Interview) - Customer Operations Director & Product Lead
3. Final Stage (Culture Interview) - People Director, Head of Customer Care & Head of Billing & Settlements

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.