Customer Experience Manager

About the role

We are seeking an experienced Customer Experience Manager to shape the future of customer experience at E.ON Next. This senior position will lead the design and delivery of CX strategies, drive transformation initiatives and embed a customer‑centric mindset across the organisation.

Key responsibilities

• Develop and implement customer experience strategies and improvement programmes.
• Champion the voice of the customer, using insight to influence strategic decisions.
• Optimise end‑to‑end journeys and increase NPS, CHI, Trustpilot scores.
• Lead transformation projects, build business cases and promote customer‑first ways of working.
• Collaborate with Product, Operations, Commercial, Digital and Technology teams to deliver customer‑focused solutions.
• Monitor CX KPIs, analyse feedback and translate data into actionable recommendations.

Required profile

• Significant experience in CX strategy, transformation or continuous improvement within complex organisations.
• Proven track record of measurable journey improvements and KPI uplift.
• Strong stakeholder management and influencing skills across multiple functions.
• Excellent communication, facilitation and presentation abilities.
• Passion for customer advocacy and delivering business value.

Required skills