Head of Customer Experience (CX)

The DCC Energy division operates through over 8,000 colleagues in 14 countries and enables customers to heat their homes, manufacture products and/or power their logistics. We are leading providers of energy today and support our customers on their energy transition journey by offering a choice of cleaner energy sources. Many of our customers are in segments of the market that face particularly high economic, technological and societal barriers to change. DCC is in a unique position to work with our suppliers, customers and other stakeholders to help overcome those barriers.

Building on DCC Energy's solid CX foundation, the Head of Customer Experience will drive the initiative to become the best customer company. Utilising digital solutions and your effective communication skills, you'll enhance DCC Energy through further experience improvements across global markets. Through a combination of strategic collaboration and networking, you'll work with local CX leaders to ensure aligned strategies and implement initiatives that optimise every touchpoint in the customer journey.

What will you do?

Global Customer Experience Strategy:

1. Guide the continued development of a global customer experience strategy aligned with DCC Energy’s vision from outstanding service in product provision to offering multi-product solutions, ultimately positioning us as the most trusted partner in the energy transition journey.
2. Collaborate with the Energy Leadership Team (ELT) to effectively explain the significance of Customer Experience (CX), outlining its benefits, opportunities, and our strategic approach.
3. Perform in-depth analysis and mapping of the customer journey across all touchpoints, identifying pain points, moments of delight, and areas for improvement.
4. Create a comprehensive roadmap for executing the customer experience strategy, outlining key milestones, KPIs, and timelines for implementation.
5. Implement robust measurement frameworks to track the impact of customer experience initiatives, regularly reporting on key performance metrics to stakeholders and leadership.

Best Practice:

1. Stay informed of emerging technologies and trends in customer experience, identifying opportunities to utilize innovative tools and platforms to improve the customer journey.
2. Cultivate relationships with key customers and stakeholders to gather insights, champion their needs, and promote positive outcomes for both the customer and the organisation.

Cross-Functional Collaboration:

1. Oversee and constantly enhance the global CX Community to foster collaboration and knowledge sharing.
2. Encourage a spirit of strategic innovation and experimentation within the customer experience function.
3. Develop the DCC Playbook for customer experience, providing a flexible framework for businesses to operate within.
4. Offer guidance and assistance to local customer experience teams to ensure alignment with DCC Energy's objectives and standards.
5. Coordinate consistent implementation of customer experience initiatives across all regions and markets.

What do we look for?

1. Bachelor's or, ideally masters level in Business Administration, Marketing, or a related field.
2. Proven experience in a senior customer experience role, preferably in a global or multi-national organisation.
3. Experience leading a digital transformation.
4. Ideally experienced with B2B and B2C customer bases, minimum B2C.
5. Strong understanding of customer experience principles, strategies, and best practices.
6. Excellent analytical skills with the ability to interpret data and insights to drive decision-making.
7. Exceptional leadership and communication skills.
8. Ability to influence and collaborate effectively across all levels of the organisation.
9. Demonstrated ability to develop and execute strategic initiatives to improve customer satisfaction and loyalty.
10. Certification in customer experience management or related field is a plus.