Description:
This is an exciting and challenging opportunity for an energetic individual to work in the Products and Propositions team within Customers Solutions. The role is responsible for leading a team across operations, technical support and product management. The focus area looks after all of our Core Products and Propositions, including discount tariffs, a range of Smart tariffs including Time of Use, Go to Market for Bill pay and PAYG propositions and supporting our channels with the tools they need to retain and acquire residential customers.
Key Responsibilities
- Price Change Implementation, with responsibility for Price Change robotics & process
- Support the Operations of the energy product portfolio with key responsibility for supporting customer care with outside of process customer issue resolution.
- Identification of core customer issue root causes and analysis and following this, subsequent Product Process Improvement to improve customer and channel experience and compliance.
- Ownership of key core product propositions, including full project management, Go to market, scoping of proposition with Digital and 3rd party teams. Launch and ongoing management of the proposition.
- Lead the Welcome Pack Audit Process, with overall review and process optimisation working with IT, Project optimisation and compliance.
- Management of any necessary Product terms and condition updates including, exit fees, discounts and Smarter PAYG. Two projects currently in flight.
- Management of Welcome pack issues for Smart and other tariffs
- Lead the Welcome Pack Audit Process, with overall review and process optimisation working with IT, Project optimisation and compliance.
- Support the Product/ Process Build for propositions for the Customer Value Management team in residential with set-up of IT scope of delivery to include propositions including but not limited to next best action, welcome emails, Surprise and delight and alignment with marketing Rewards programme.
- WR Management & fixes support across P&P including testing
Essential
Experience & Qualifications
- Business, Commercial or Marketing related degree or equivalent experience
- Strong analytical capability and excel skills with excellent written and verbal communication skills
- Knowledge of Billing systems and/or process experience within a related industry
- Product or proposition management experience within the energy sector or a related industry
- Highly self-motivated, and strong relationship builder
Desirable