Digital Optimisation Executive Maternity Cover 6 Months job in Worthing at EDF Energy PLC

Digital Optimisation Executive - Maternity Cover, 6 months

Company: EDF Energy PLC

Location: Hove UK

Date Posted:May 09, 2018

EDF Energy is a core part of the EDF Group, one of the largest energy companies in Europe with key business operations in the UK, France, Italy and Belgium. We're the UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain, the largest supplier to British businesses and we employ more than 13,000 people. We operate nuclear, coal and gas power stations, wind farms, and combined heat & power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We are playing a leading role in new nuclear build in the UK to secure a bright future for the combined business and its employees. Vacancy Overview The Digital Optimisation Executive is responsible for the commercial performance and user journey roadmap of one or more of the EDF Energy customer journeys across all key contact channels. Primarily acting as commercial and experience manager, the role is accountable for the planning and execution of channel management and the delivery of digital optimisation KPIs including customer satisfaction, self-serve % and cost-channel management. Nature and Scope Contextual Information Operating Environment * The Customers business has an annual turnover of c£6.3bn with an Operating expenditure of c£584m, Capex investment of c£56m, Gross margin of c£698m and EBITDA of c£72m. Customers operates with c6000 employees, recognise partners with a range of Trade Unions and is located across multiple UK locations. Employee mix includes contact centre, sales, product development, marketing and commercial. Outsourcing arrangements in the UK and overseas form part of the operating capability and capacity. Customers supplies energy and energy services to more than 5.3m residential customer accounts across the UK and serves more than 200,000 business customers and is the largest supplier of electricity to business customers in Britain.* The company has ambitious digital objectives for Digital. Already our principal customer contact channel, we aim to grow digital’s volume, breadth and quality in line with our ambition to place digital at the centre of all our activity* This role is responsible for one or more of the multichannel digital journeys across the digital channel set, ensuring quality customer experiences, maximising conversion and driving continuous improvement for all journeys under its management. The role is accountable for the delivery of business KPIs such as transaction numbers, conversion and funnel completion rates as well as value from macro and micro conversions.* This role represents the business intent in a commercial planning and execution process and will manage the content, configuration and development roadmap for key customer journeys and participate in all steps of the journey lifecycle, from planning to operational management. This is a specialist senior role in the area of digital channel optimisation Framework & Boundaries * Digital channels have grown rapidly in both traffic and customer demands, driving growing opportunities for new services and propositions delivered fully or mainly digitally. The job holder will develop and establish a set of mature channel planning, management and reporting processes around commercial management of digital channels. Principal Accountabilities Principal Accountabilities (Outputs of the Job – Activities & Decisions)* Own and maintain a digital roadmap for the digital journeys that the role holder is responsible, planning & mapping out activity and reporting on performance against the plan in terms of channel/business performance* Responsible for the delivery of commercial results for identified digital journeys/channels (number of transactions, efficiency measures, additional revenue and customer retention)* Identify ways to continuously improve digital journeys, working with all Product Owners, to drive backlog creation and platform development.* Develop a programme of insight-based continuous improvement for all digital journeys that the role holder is responsible for demonstrating full use of customer and market insight and segmentation around attitudes & lifestyles as well as digital best practice.* Deploy elements of the digital optimisation budget to lead the continuous improvement and development of the journeys, including compliance assurance.* Create and document best practice processes for channel management, digital journey ownership in order to maximise quality and efficiency. Take a leading role in embedding commercial channel management processes and skills and digital best practice across Customers, widely communicating all forms of channel management information* Manage & influence relationships with colleagues to prioritise & manage a move to commercial practices and digital first thinking, while building & managing strong relationships with Customer Services, Supply Chain and relevant digital suppliers so that the business gains best possible value and quality Dimensions* Budget – responsibility for the effective use of digital service budget elements* Value creation – deliver the business KPIs required from digital sales journeys at macro and micro level, to generate revenue, loyalty, product uptake and higher NPS / NES* Cost reduction – Drive digital costs down in line with business requirements to minimise cost to serve by driving up efficiency and velocity* Quality – Develop effective processes, tools and guidelines to maximise quality and eliminate cost/errors/rework* Direct Reports – 0 (Manager of business processes, agencies and people in other teams working collaboratively) Knowledge, Skills, Qualifications, Experience Knowledge & SkillsEssential* A strategic thinker, highly numerate and analytical with a proven commercial track record in a sales or service optimisation environment* Familiarity with principles and processes for generating insight, innovation, service design, user-centred design, usability and accessibility assets, with a strong sense of cost and resource options for methodology and quality requirements* Extraordinary attention to detail and quality* Good awareness of digital technologies, platforms, user experience and analytics* High level of business and market awareness* Excellent communication, influencing and organisational skills* An ability to carry out situation, option and impact assessments and performance reviews* Excellent problem solving skills and a commercial focus* Adaptable, with experience of multi-tasking and working at own initiative to deliver tasks on time, budget and targetQualifications & ExperienceEssential* An education to degree standard, or a demonstration of ability to the same level delivered in a working environment* Extensive experience of commercial channel management, working in a digital environment for a major consumer brand* Experience of managing digital channels and a roster of internal and external partners to provide consistently high-quality digital experiences and solid commercial performanceDesirable* Professional qualification in sales, digital customer service, digital-related disciplinesProfil : Qualifications & ExperienceEssential* An education to degree standard, or a demonstration of ability to the same level delivered in a working environment* Extensive experience of commercial channel management, working in a digital environment for a major consumer brand* Experience of managing digital channels and a roster of internal and external partners to provide consistently high-quality digital experiences and solid commercial performanceDesirable* Professional qualification in sales, digital customer service, digital-related disciplines--To apply : https://edf-energy.contactrh.com/jobs/4500/25364607 View full job description
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Digital Optimisation Executive Maternity Cover 6 Months jobs in Worthing

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