Customer Journey Owner

Base Location: Portsmouth/Havant or Perth (Scotland)

Salary: £52,285 – £60,730 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available | Hybrid – office based 50% of the working week.

As a Customer Journey Owner in our Customer Service and Experience Design team, you will oversee end-to-end digital customer journeys at SSEN Distribution.

You’ll manage change initiatives, collaborating with stakeholders and senior leaders to improve customer experiences and align with future goals.

Acting as a ‘Control Tower,’ you’ll provide guidance to department heads on performance improvements. Working with other Journey Owners, you’ll identify and implement solutions to enhance digital channels.

Additionally, you’ll serve as Product Owner for digital products like the SSEN Website, apps, and social media channels.

We’re looking for someone who’s passionate about customer experience and can use their service design skills and customer insights to shape and drive the journey they manage.

You will

In this role, you’ll oversee our digital customer experience, leading a digital service designer and content editor while working with the wider Customer Service and Experience Design team.

You’ll also team up with tech, data, development, and key stakeholders to find and deliver improvements.

– Champion: Be the voice of the customer, getting to know their needs, behaviours, and goals.

– Lead: Use the best industry methods to create services and products that work for our customers.

– Imagine: Always stay creative, looking for new ways to make things better for our customers.

– Care: Put people first: whether it’s the team, colleagues, or customers, to create great experiences.

You have

– Experience in customer service and/or digital, with a focus on implementing solutions and managing product improvements.

– Knowledge of Human-Centered Design and experience applying it.

– Proven ability to manage projects through the full implementation lifecycle.

– Experience with UX design, content management systems (e.g., Optimizely), and analytical tools (e.g., Google Analytics) would be an advantage.

– Product Ownership or Project Management experience or qualifications are a plus.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We’re transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Kim on 01738 344051 to discuss how we can support you.

We’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We’ll be in touch after the closing date to let you know if we’ll be taking your application further. If you’re offered a role with SSE, you’ll need to complete a criminality check and a credit check before you start work.