PAYGO Journey Owner

Overview

Lead PAYGO journey strategy, improve customer experiences & drive revenue

Key Responsibilities

• strategy definition
• kpi delivery
• performance monitoring
• journey improvement
• customer experience
• cost reduction

Tasks

-Work with other journey owners, Head of / Director to define and agree Vulnerable Customer strategy across all PAYGO journeys. -Own the performance and development of your journey areas. Create and socialise your 2-3 year strategy and aspirational roadmap. Gain buy-in and support from across the organisation. -Create brilliant customer experiences to drive incremental revenue growth. -Deliver core performance KPI’s across all channels. -Agree, implement and manage measures for successful journey performance monitoring and audit trails on core journeys -Define the journey channel strategy. Working with key stakeholders across OVO and strategic partners to ensure buy in to execute. -Implement industry and regulatory commitments. Ensure that our PAYGO customer journeys meet or exceed our legal and industry commitments. Look at regulation as an opportunity to innovate. -Lead cross functional squads to deliver prioritised journey improvements to PAYGO journeys. Bring a customer focussed, iterative, innovation driven approach. Testing with real customers regularly. -Reduce effort and failure demand, reducing our cost to operate across a £250m cost base

Requirements

• design thinking
• agile
• analytics
• regulated
• financial acumen
• leadership

What You Bring

-Have extensive experience working with product & technology teams to turn your ideas into reality. -Are an excellent communicator. Your communication skills give you the ability to convey your ideas effectively, tailoring the communication to audiences at all levels of the organisation. -Have significant experience of managing complex processes in a high risk / regulated environment. Preferably Energy sector knowledge. -Have experience in a range of customer focused tools and techniques such as design thinking, lean process improvement, agile ways of working. -Love being close to the customer- you’ll thrive in researching and understanding customer jobs, turning these into ideas, prototypes and then customer solutions. -Have strong technical and analytical skills with the ability to define, create and use performance metrics to measure performance and understand opportunities within your journey. -Can understand how to link journey performance to tangible financial opportunities, you’re commercially creative with evidence of high financial acumen. -Are passionate about being an exemplar in handling vulnerable customers well. An experience of understanding and applying energy regulation is preferable. -Have experience collaborating and influencing multiple partners, gaining alignment and sign-off. Are seen as a thought leader, you can lead without direct control.

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Benefits

-Have a large portfolio of product / journey improvements where you have driven significant customer & business benefit.

About ovo

Nope

Sector Specialisms

Visa Sponsorship

-no sponsorship is available for this role.