Director of Customer Engagement – Energy, Broadcast or Telecoms

Director of Customer Engagement – (Regulated) Energy, Broadcast or Telecoms sector:

MUST HAVE Experience of working with Government and with Industry Regulators

We are looking for an experienced and driven Director of Customer Engagement to deliver our clients customer engagement strategy and drive a programme of change within the organisation to make it more customer centric.

The individual must be a self–starter who is excited by the challenge of improving the engagement experience of our customers and other stakeholders and moving the organisation towards a culture of collaboration and co–creation. Reporting to the Chief Regulatory Officer you will be required to achieve the following:

Deliver and continue to evolve our customer engagement strategy based on feedback from customers, the regulatory governance forums and the ExCo and Board

Raise awareness of the importance of good customer engagement across the business and ensure that everyone understands what good customer engagement looks like and how to deliver it

Build effective relationships with key customers, and the organisations that represent their customers, such as Energy UK and the SECAS governance forums

Act as the voice of customers and stakeholders and ensure customer views are used to inform decision making at every level of the organisation

Bring together the customer engagement and regulatory governance teams to ensure that both formal and informal engagement is of a high quality, timely and messaging is consistent

Raise the bar in the quality of the documentation and content shared with customers

Oversight of the standing quarterly customer engagement forum which enables customers to review and provide feedback on new areas of activity and business cases

Ensure that customer engagement is mainstreamed into our internal decision–making process and that programmes and projects are able to evidence effective customer engagement before they move to the next stage of delivery

Measure the effectiveness of engagement by developing a customer health dashboard that will provide the organisation and ExCo with insights into the effectiveness of customer engagement and where they may need to target engagement efforts

Digitise the customer engagement with the development of a new customer portal, underpinned by a CRM platform. This portal should become a one stop shop for our customers, be easy to use and allow them to access a range of different information

Manage the customer engagement budget and resources, including external contractors, consulting services and tools development ensuring timely delivery.

Work closely with internal and external regulatory colleagues to ensure customer and stakeholder engagement activity is cost–effective and fully compliant with Licence conditions and price control scrutiny by Ofgem

Key Accountabilities:

Refine the existing customer and stakeholder engagement strategy based on lessons learned and feedback from customers and colleagues

Ensure the Customer and Regulatory Stakeholder team has the right capabilities, roles and responsibilities to deliver the strategy

Ensure all major programmes and projects have robust customer engagement plans and a clear plan for securing input from the relevant regulatory governance groups. Facilitate delivery of these plans with support from the Customer and Regulatory Stakeholder team

Ensure that the customer and stakeholder events we lead are of a high quality and focussed on the issues that matter most to customers and that our inputs to the events led by others meet customer's needs and are consistent in their messaging

Develop our bilateral stakeholder mapping and ExCo / Board level engagement strategy and oversee the team to ensure its delivery

Improve customers perception and ensure that we become seen as an organisation that is collaborative and takes on board the views of its customers in its decision making

Increase the transparency around our core activities (progress, spend etc) and ensure that documents that can be shared with customers are done so in a consistent and timely fashion

Delivery of a new customer portal that meets the business and customer needs and the migration of existing data and functionalities to the new portal to ensure a one stop shop for customers. The Portal will also need to underpin our price control submission each year by providing evidence of our customer engagement

Becomes an acknowledged "Stakeholder insight" leader within the business providing guidance to the Executive Committee and the Board on stakeholder positioning.

Seen as "Thought Leader" in driving agreement on how to improve customer and stakeholder perceptions of delivery and in life performance.

Works across the business to develop efficient customer journeys, underpinning processes and a standardise approach to delivering a seamless experience for customers and stakeholders.

Working with other senior leaders, deliver better customer outcomes by developing new improvement initiatives using performance data from across the business.

Working with Corporate Communications ensure customer and stakeholders receive consistent, accurate and positive messaging regarding our activities.

Leadership and management of a team of fifteen

Skills and Experiences Essential:

Ability to think strategically and align teams to deliver outstanding engagement with customers and stakeholders demonstrating continuing improvement and leading the thinking on new ways of working.

Strong collaborative and collegiate leadership style with the ability to form and lead virtual teams that are comfortable with challenging and being challenged.

Excellent stakeholder management, communication and influencing skills with the ability to quickly establish strong working relationships with colleagues and partners at all levels

Experience in stakeholder engagement and engagement planning and consideration of tools and channels to deliver improved engagement

Experience in project/program management, working in agile teams, managing demand and balancing key priorities

Excellent team–working skills, and the ability to motivate, lead and influence people, the ability to identify talent people to nurture and develop

Strong and confident presenter at Board level, at industry fora and large events both face to face and virtual

Analytical and strong organisational skills, with excellent verbal and written ability, must be able to proof–read documents for publication and sign off

Adept at working with and gaining buy–in from executive leadership, board of directors and industry leaders. Must be able to demonstrate credibility, authenticity and passion

Willingness to buy into, and help develop, an exciting and ever–changing internal culture and approach to work

Confidence, independence and assertiveness that will keep work–streams on track to deliver results

Commercial acumen and financial experience that will aid the development and deliver against business planning and commercial objectives

Leadership and management of a team / building new teams

Skills and Experiences Desirable:

Experience of working within the IT, Energy or Telecoms sector, and familiarity with their technical complexities

Experience of working with Government and with Industry Regulators

Experience of transformation in a dynamic environment

Remains calm in a fast paced and dynamic environment