Director of Customer and Stakeholder - Tower Hill | Zoek UK
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Director of Customer and Stakeholder Management - Energy, Telecomms
Tower Hill, Greater London, England
£1000 - £1200/day
Contract (Full time)
Director of Customer and Stakeholder Management - Energy, Telecomms - Regulated Environment
Interim (12 month fixture), London/Remote:
Our client is looking for an experienced and driven Director of Customer Engagement to deliver their customer engagement strategy and drive a programme of change within the organisation to make it more customer centric. The individual must be a self-starter who is excited by the challenge of improving the engagement experience of customers and other stakeholders, and moving the organisation towards a culture of collaboration and co-creation. Reporting to the Chief Regulatory Officer they will be required to achieve the following:
Deliver and continue to evolve the customer engagement strategy based on feedback from customers, the regulatory governance forums and the ExCo and Board
Raise awareness of the importance of good customer engagement and ensure that everyone understands what good customer engagement looks like and how to deliver it
Build effective relationships with key customers, and the organisations that represent customers, such as Energy UK and the SECAS governance forums
Act as the voice of customers and stakeholders and ensure customer views are used to inform decision making at every level of the organisation
Bring together the customer engagement and regulatory governance teams to ensure that both formal and informal engagement is of a high quality, timely and messaging is consistent
Raise the bar in the quality of the documentation and content shared with customers
Oversight of our standing quarterly customer engagement forum which enables customers to review and provide feedback on new areas of activity and our business cases
Ensure that customer engagement is mainstreamed into internal decision making process and that programmes and projects are able to evidence effective customer engagement before they move to the next stage of delivery
Measure the effectiveness of engagement by developing a customer health dashboard that will provide the organisation and ExCo with insights into the effectiveness of customer engagement and where we may need to target our engagement efforts
Digitise customer engagement with the development of a new customer portal, underpinned by a CRM platform. This portal should become a one stop shop for customers, be easy to use and allow them to access a range of different information
Manage the customer engagement budget and resources, including external contractors, consulting services and tools development ensuring timely delivery.
Work closely with internal and external regulatory colleagues to ensure customer and stakeholder engagement activity is cost-effective and fully compliant with Licence conditions and price control scrutiny by Ofgem
Refine the existing customer and stakeholder engagement strategy based on lessons learned and feedback from customers and colleagues
Ensure the Customer and Regulatory Stakeholder team has the right capabilities, roles and responsibilities to deliver the strategy
Ensure all major programmes and projects have robust customer engagement plans and a clear plan for securing input from the relevant regulatory governance groups. Facilitate delivery of these plans with support from the Customer and Regulatory Stakeholder team
Ensure that the customer and stakeholder events we lead are of a high quality and focussed on the issues that matter most to customers and that our inputs to the events led by others meet customer’s needs and are consistent in their messaging
Develop the bilateral stakeholder mapping and ExCo / Board level engagement strategy and oversee the team to ensure its delivery
Improve customers perception and ensure that we become seen as an organisation that is collaborative and takes on board the views of its customers in its decision making
Increase the transparency around core activities (progress, spend etc) and ensure that documents that can be shared with customers are done so in a consistent and timely fashion
Becomes an acknowledged “Stakeholder insight” leader, providing guidance to the Executive Committee and the Board on stakeholder positioning.
Seen as “Thought Leader” in driving agreement on how to improve customer and stakeholder perceptions of delivery and in life performance.
Work to develop efficient customer journeys, underpinning processes and a standardise approach to delivering a seamless experience for customers and stakeholders.
Work with other senior leaders, deliver better customer outcomes by developing new improvement initiatives using performance data.
Work with Corporate Communications ensure customer and stakeholders receive consistent, accurate and positive messaging.
Leadership and management of a team of fifteen
Skills and Experiences Essential
Ability to think strategically and align teams to deliver outstanding engagement with customers and stakeholders demonstrating continuing improvement and leading the thinking on new ways of working.
Strong collaborative and collegiate leadership style with the ability to form and lead virtual teams that are comfortable with challenging and being challenged.
Excellent stakeholder management, communication and influencing skills with the ability to quickly establish strong working relationships with colleagues and partners at all levels
Experience in stakeholder engagement and engagement planning and consideration of tools and channels to deliver improved engagement
Experience in project/program management, working in agile teams, managing demand and balancing key priorities
Excellent teamworking skills, and the ability to motivate, lead and influence people, the ability to identify talent people to nurture and develop
Strong and confident presenter at Board level, at industry fora and large events both face to face and virtual
Analytical and strong organisational skills, with excellent verbal and written ability, must be able to proof-read documents for publication and sign off
Adept at working with and gaining buy-in from executive leadership, board of directors and industry leaders. Must be able to demonstrate credibility, authenticity and passion
Willingness to buy into, and help develop, an exciting and ever-changing internal culture and approach to work
Confidence, independence and assertiveness that will keep workstreams on track to deliver results
Commercial acumen and financial experience that will aid the development and deliver against business planning and commercial objectives
In all dealings, role-model our core values of Excellence, Partnership and Ingenuity
Flexibility to travel and the occasional overnight stay within the UK
Leadership and management of a team / building new teams
Skills and Experiences Desirable
Experience of working within the IT, Energy or Telecoms sector, and familiarity with their technical complexities
Experience of working with Government and with Industry Regulators
Experience of transformation in a dynamic environment
Remains calm in a fast paced and dynamic environment
This is an urgent Interim role, please apply now to explore in total confidence