Customer Experience Smart Delivery Manager - 18 Month Ftc

As the Customer Experience Smart Delivery Manager you will be responsible for oversight of the customer elements (communication, journey, processes etc.) used within our Smart Metering Customer Journey. This role will lead the SME’s who build and execute of the various elements of the full E2E journey relating to our new Smart Meter Project and will reflect our brand, culture, and values of Affinity Water to our customer base.

You will be in partnership with other areas of Customer Experience (Marketing and Communication, Journey Delivery, Channel Delivery, Contact Centre and Customer Processing) along with partnering with the core Smart Metering Project team within Asset Directorate.

The output and outcomes developed will work within the Governance Framework and be used to support pathfinder and the learnings being taken and implemented in the eventual BAU model in readiness for March 2025. The role contributes to promotion of informing, sharing, supporting, and building the customer element of Smart Metering Project and how we implement for our customer base.

Principal accountabilities

You will have outstanding customer focus with a proven track record of delivering success. You will work closely with all other directorates (such as Regulation, People, Asset Management and Customer Delivery) to ensure positive customer centric material is delivered which enhances our overall Customer Experience and quality outcomes being delivered. Core accountability areas of the role are:

• Establish and drive customer journey definition, design and execution for all elements of the Smart Metering Journey.
• Ensure alignment between policy, process and procedure are defined and aligned for the playbooks used and material and assets are fit for purpose driving a right first time execution model.
• Assist in the creation of Smart Metering digital design via providing technical mapping into the specialist teams.
• Ensure AW fully comply with all regulatory licenses, codes, and guidance, including charging rules and competition law for material produced and published.
• Evaluate the outcomes and views of the pathfinder trail in order we learn and adapt the journeys and materials whilst working within time, cost, quality parameters (as set out by the Smart Metering Programme).
• You'll possess the personal gravitas and credibility to engage, challenge and influence a wide range of internal and external senior stakeholders whilst supporting delivery within cross-functional teams in a matrix approach

Experience required 

• Skilled using Microsoft and traditional inhouse company software 
• Strong attention to detail and hold level of creativity 
• Effective time management, interpersonal, and communication skills 
• Demonstrable experience in customer journey’s at manager level
• Demonstrable experience of internal and external stakeholder engagement and liaison
  
• Ability to be self-managed to ensure deadlines and deliverables are achieved
• Influencing and Negotiating skills, to ensure best outcome for our business and customers. 
• High degree of numeracy with strong analytical and problem solve skills 
• Have a strong enquiring mind and keen to learn and grow 
• Strong communicator, both verbal and written

Benefits

• Salary dependant on experience
• Hybrid Flexible working - Office based 3 days per week is expected for the first 3 months
• Company annual bonus
• Annual leave 24 days rising with length of service
• A generous pension scheme that doubles the contributions you make, up to a maximum of 12%
• We offer enhanced Maternity, Adoption and Shared Parental Leave. We also have a Carers policy and Menopause policy to help us support our people through different stages of their lives.
• Access to our Wellbeing Centre with support for looking after your physical and mental
• Discounts for Medical and Dental Insurance, Retail Outlets
• Volunteer days

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.