Job details
Job Description
Job Purpose
- To develop and manage the agreement process for the vision, tools, standards and roadmap for the implementation of NPS and customer experience initiatives across E.ONs European Market Units.
- To develop the MU targets for delivery of this vision, to assess adherence to CoE standards and support the Programme Office Manager in audit of results.
- To drive program evolution and tool refinement.
- To manage and supervise calculation of overall loyalty and programme benefits.
- To ensure delivery of a consistent and agreed approach to measurement of top down NPS.
Key Activities:
- Work with other CoE members, external consultants and NPS programme teams across Europe to define and manage the agreement process for the overall vision for development of the Global NPS programme and resulting customer experience initiatives.
- Provide expertise to develop MU specific approaches and roadmaps for achievement of this vision together with local NPS programme management. Manage the agreement process for this.
- Define standards and targets for achievement of NPS roadmaps and of top down NPS levels and agree with CoE Director and Sponsor.
- Provide an objective assessment of the performance and adherence to standards of MU implementations and support the Programme Office Manager in the formal auditing of these activities.
- Work with external consultants and network with Customer Experience practitioners outside and within E.ON to develop and maintain a toolkit of NPS techniques and approaches to apply in different scenarios. Ensure that these take account of local MU peculiarities such as existence of call recording, etc.
- Develop and maintain case studies of NPS implementations in other companies and industries as a library for aiding in the development of the NPS toolkit.
- Supervise Loyalty Analyst in working with market research managers across all MUs and Corporate Centre to develop, agree and implement an approach to delivery of top down NPS results, providing benchmarks against local competitors.
- Work with Loyalty Analysis Manger to quantify benefits of overall NPS programme based upon MU quantifications.
- Manage development of an approach to development of the linkage between NPS score and customer value and agreement with MU programme managers.
Responsibilities: - Own and orchestrate the vision for and evolution of NPS programme across Europe. This includes the development of the overarching customer experience architecture and the approaches and roadmaps for its achievement in each MU.
- Based upon the vision and local roadmaps, develop standards and targets for implementation of NPS and other customer experience initiatives.
- Support the Programme Office Manager in the process of auditing MU performance against these targets to feed into reports for Group CEO (Group NPS Sponsor).
- Development and maintenance of the NPS and customer experience toolkit for different techniques and approaches to be adopted in different situations.
- Development and maintenance of a library of customer experience case studies from different companies and industries.
- Ensure the consistent quantification of NPS benefits across different MUs and manage maintenance of a central log of benefits achieved.
- Manage delivery of an approach to provide consistent and agreed measures of top down NPS across all MUs.
Key skill requirements:
- Graduate calibre.
- Passionate belief in the importance of the delivery of excellent customer experience.
- Strong intellect and ability to structure complex problems in a pragmatic and communicable fashion.
- Strong influencing skills to persuade, motivate and influence programme teams and senior executives across multiple MUs.
- Strong diplomacy skills to ensure ability to react sensitively to the different situations and contexts in different MUs and the flexibility to adapt solutions accordingly.
- Robust strategic thinker.
- Exceptional written and verbal communication skills.
- Good experience of working with market research information - either as a practitioner or user.
- Strong analytical abilities Good IT skills (mainly MS Office).
- Gravitas to operate at a senior level.
- Drive, enthusiasm and determination.
- Experience in the development and delivery of NPS or other. customer experience initiatives highly desirable but not critical.
- Experience of working in Energy Retail or other service industry would be advantageous.
- Language skills beyond English desirable. Any additional information.
Direct Reports: Number of Direct Reports: 1 ; will direct up to two external management consultants
Job Title of Direct Report: Methodology and Loyalty Analysis Manager
- Direct management of 1 report and of up to two external management consultants.
- Development and maintenance of a network of contacts outside E.ON and across different MU programme teams.
- Strong influence over the nature, scale and success of NPS programme implementations in Germany, Italy, Sweden and the UK together with other MUs as they begin their programme.
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This job expired on 04/03/2010
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