Customer Listening Program Manager at British Gas in Edinburgh, Scotland, United Kingdom | Kablio

Role

Description

voc platform

data reporting

survey design

vendor coordination

insight integration

listening framework

Connect feedback to performance metrics and customer experience outcomes.
Champion customers
Maintain our VoC platform and provide clear, actionable reporting.
Work with third-party vendors to deliver innovative listening practices.
Actively share insights in ways that inspire collaboration and positive change.
Design feedback programmes for key journeys and moments.
Integrate insights from frontline teams for a complete view of opportunities.
Support colleagues to embed listening into everyday work.
Develop and manage our customer listening framework across surveys, tools, and channels.

Requirements

journey management

cx strategy

service design

cx tools

customer journeys

communication

Training or certification in Journey Management, CX Strategy, or Human-Centred Design.
Experience improving customer journeys in a collaborative environment B2C or B2B.
Ability to analyse processes across digital and offline channels.
Qualification in Business, Customer Experience, Service Design, or similar.
Strong communicator who can make insights clear and engaging.
Comfortable prioritising and adapting in a dynamic environment.
Knowledge of CX measurement, analysis, insight and journey mapping tools.
Skilled at building relationships and encouraging shared ownership.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

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Visa Sponsorship

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Security clearance

Information not given or found

Company

Overview

1812

Year Established

The company was founded in 1812, marking over two centuries of operation in the energy sector.

With a strong heritage, the company has consistently innovated energy solutions, from gas to electricity.
British Gas plays a vital role in the daily lives of millions, providing energy to homes and businesses across the UK.
In addition to energy supply, British Gas offers a wide range of home services, including heating installation and maintenance.
They are involved in large-scale projects, providing efficient and sustainable solutions for residential and commercial sectors.
The company focuses heavily on digital transformation, offering smart home technologies to customers.
British Gas has been pivotal in the energy sector’s shift towards renewable energy sources, aligning with broader industry trends.

Culture + Values

Environment + Sustainability

40% Reduction

Carbon Emissions Target

Aiming for a 40% reduction in carbon emissions by 2034 compared to a 2015 baseline.

50% Investment

Green Capital Expenditure

Over 50% of capital expenditure will be allocated to green activities by 2025.

900 MW Portfolio

Solar and Battery Storage

Deploying a 900 MW portfolio of solar and battery storage assets over five years.

8 Million Units

Smart Meters Installed

Already installed 8 million smart meters, with plans for an additional 6 million by 2030.

Target to become a net‑zero business by 2045
Joined UN’s Race to Zero with science-based targets validated by the Science Based Targets initiative
Entire vehicle fleet to be 100% electric by 2030, including thousands of Vauxhall Vivaro‑e vans
Installed over 8,000 electric vehicle charge points and over 2,300 heat pumps for customers
Hive smart heating projected to serve 2.5 million customers by 2025
Helping retrofit 1,500 homes per year in Wales and decarbonise 1,000 UK social homes via partnerships
Centrica signed a £20 billion gas‑for‑hydrogen swap deal to support UK hydrogen production

Inclusion & Diversity

40% Women Representation

Gender Diversity Goal

Targeting 40% women in leadership roles by 2025 to promote gender equality.

400 Roles in 2025

Apprenticeship Programme

Over 400 roles created in 2025, with a vision to expand to 3,500 apprentices by 2030.

16% Ethnically Diverse Representation

Diversity Target

Aiming for 16% ethnically diverse representation in leadership roles by 2025.

3,500 Apprentices by 2030

Skilled Workforce Expansion

Long-term commitment to creating 3,500 apprenticeship opportunities by 2030.

Flatter organisational structure: removed three management layers to improve agility.
Servant-leadership style exhibited by senior leaders foregoing bonuses during customer hardship periods.

Articles

Understanding the importance of hydrogen to our energy infrastructure

Market Insight reports

7 reasons to review your business energy consumption data

British Gas Careers

Company

Overview

1812

Year Established

The company was founded in 1812, marking over two centuries of operation in the energy sector.

With a strong heritage, the company has consistently innovated energy solutions, from gas to electricity.
British Gas plays a vital role in the daily lives of millions, providing energy to homes and businesses across the UK.
In addition to energy supply, British Gas offers a wide range of home services, including heating installation and maintenance.
They are involved in large-scale projects, providing efficient and sustainable solutions for residential and commercial sectors.
The company focuses heavily on digital transformation, offering smart home technologies to customers.
British Gas has been pivotal in the energy sector’s shift towards renewable energy sources, aligning with broader industry trends.

Culture + Values

Environment + Sustainability

40% Reduction

Carbon Emissions Target

Aiming for a 40% reduction in carbon emissions by 2034 compared to a 2015 baseline.

50% Investment

Green Capital Expenditure

Over 50% of capital expenditure will be allocated to green activities by 2025.

900 MW Portfolio

Solar and Battery Storage

Deploying a 900 MW portfolio of solar and battery storage assets over five years.

8 Million Units

Smart Meters Installed

Already installed 8 million smart meters, with plans for an additional 6 million by 2030.

Target to become a net‑zero business by 2045
Joined UN’s Race to Zero with science-based targets validated by the Science Based Targets initiative
Entire vehicle fleet to be 100% electric by 2030, including thousands of Vauxhall Vivaro‑e vans
Installed over 8,000 electric vehicle charge points and over 2,300 heat pumps for customers
Hive smart heating projected to serve 2.5 million customers by 2025
Helping retrofit 1,500 homes per year in Wales and decarbonise 1,000 UK social homes via partnerships
Centrica signed a £20 billion gas‑for‑hydrogen swap deal to support UK hydrogen production

Inclusion & Diversity

40% Women Representation

Gender Diversity Goal

Targeting 40% women in leadership roles by 2025 to promote gender equality.

400 Roles in 2025

Apprenticeship Programme

Over 400 roles created in 2025, with a vision to expand to 3,500 apprentices by 2030.

16% Ethnically Diverse Representation

Diversity Target

Aiming for 16% ethnically diverse representation in leadership roles by 2025.

3,500 Apprentices by 2030

Skilled Workforce Expansion

Long-term commitment to creating 3,500 apprenticeship opportunities by 2030.

Flatter organisational structure: removed three management layers to improve agility.
Servant-leadership style exhibited by senior leaders foregoing bonuses during customer hardship periods.

Articles

Understanding the importance of hydrogen to our energy infrastructure

Market Insight reports

7 reasons to review your business energy consumption data

British Gas Careers