Customer Experience Manager

Base Location: Reading, Cardiff or Perth

Salary: £50,100 - 60,100 + performance‑related bonus + a comprehensive benefits package to support your family, finances and wellbeing

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

As CX Manager, you will define, lead and embed a Business Energy‑wide Customer Experience strategy that materially improves customer outcomes and business performance.

This is a senior, highly influential role, accountable for establishing Customer Experience as a core decision‑making discipline across products, services, channels and operational processes. You will transform how the business understands, measures and acts on customer insight, ensuring CX considerations are systematically embedded into strategy, investment decisions, delivery governance and day‑to‑day execution.

As part of this role, you will:

• Define and lead the Business Energy Customer Experience strategy, aligning customer outcomes with commercial objectives and regulatory expectations.
• Embed CX into decision‑making and governance, ensuring customer insight shapes prioritisation, investment and delivery at every level.
• Own CX measurement and insight, including NPS, CSAT, VoC and journey performance, turning data into clear, actionable priorities.
• Lead end‑to‑end journey optimisation across sales, onboarding, service, billing and issue resolution, delivering measurable improvements in satisfaction, retention and cost‑to‑serve.
• Partner closely with UX and Service Design, translating customer insight into compelling, evidence‑led recommendations for change.
• Own CX tooling, platforms and vendor relationships, ensuring strong governance, value for money and benefit realisation.

What do I need?

• Leadership experience in Customer Experience, service design, insight or operational transformation roles.
• Proven experience defining and delivering CX strategy in complex, regulated or service‑heavy environments.
• Deep expertise in CX measurement, VoC systems, analytics and insight translation.
• Experience owning CX platforms, data and third‑party vendor ecosystems.
• Strong commercial acumen, with experience linking CX improvements to cost, retention and revenue outcomes.
• A track record of leading multidisciplinary teams and influencing senior stakeholders.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. 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.

SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

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 Zoe at zoe.gillespie@sse.com 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.

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