Customer Listening Program Manager

Overview

Lead & manage customer listening programs, turning feedback into actionable CX improvements.

Key Responsibilities

• voc platform
• survey design
• vendor management
• insight reporting
• listening framework
• customer insights

Tasks

-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
• human‑centred
• service design
• cx measurement
• strong communicator

What You Bring

-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.

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About British Gas

-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.

Sector Specialisms