Customer Service Designer

About the Role

Base Location: Portsmouth or Perth

Salary: £41,583 – £48,296 and a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available – hybrid working (3 days in the office, 2 days from home)

We are looking for a Customer Service Journey Designer to join our team!

The Customer Service Designer reports to the Digital Journey Owner and aims to enhance digital customer journeys for better experience and efficiency.

You will offer insights and support, understanding customer journeys deeply, with knowledge of both customer needs and operational demands, across digital platforms such as SSEN website, apps, and social media channels.

You will

1. Analyse customer insights, provide recommendations, advise on change requests of customer journeys, assessing impacts of change across processes and system changes to the customer journey.
2. Build strong relationships, and bring together multiple stakeholders, both internal and external to execute on a common goal and support with the continuous improvement of the digital estate.
3. Provide support to new projects on initial journey mapping and requirement setting.
4. Contribute to the discovery of problem statements using data and customer insight.
5. Facilitate workshops and engage with business units to drive opportunities for improvement, acting as the primary voice of the customer.

You have

1. A passion for customer experience with experience of customer process and continuous improvement methodology.
2. Experience working in the Energy sector or a similar market and an understanding of regulatory requirements.
3. Experience developing process maps, flow diagrams and related documentation for process redesign.
4. Strong analytical and problem-solving skills, attention to detail and a focus on delivering results.
5. Strong IT skills with the ability to understand the benefits of and adapt to new tech solutions quickly.
6. Experience with UX design, content management systems (e.g., Optimizely), and analytical tools (e.g., Google Analytics) would be an advantage.

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. 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.