London (GB)
Octopus Electric Vehicles 🚙 – Operations - fixed /
Consultant /
Hybrid
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We’re looking for a talented Customer Experience Manager to join our Business Operations team, who will help to drive and elevate our business to the next level of success.
Octopus Electric Vehicles is growing fast, and you’ll play a key part in helping the business scale by creating robust processes and initiatives that deliver excellent customer experience across the end to end customer journey. This is a great opportunity to use critical thinking in a fast-paced environment.
A Customer Experience Manager should be willing to get stuck in - you will not only be leading projects, but building the tools and interventions to support them and driving them through to implementation.
***Please note this is a 6 month MAT contract starting asap***
What You'll Do...
- Be responsible for maximising the efficiency of business processes and initiatives across the end to end experience, allowing us to scale our operation and increase profitability
- We adopt a customer first mindset at Octopus; it will be your job to advocate for the customers’ needs as we evolve our products and processes
- Focus on continuous improvement; we are focused on fixing problems quickly, obtaining feedback and iterating
- Facilitate communication across cross-functional teams to drive delivery of projects to deadlines; you would need to be ready to manage upwards and be confident working with senior stakeholders
- Synthesise information gathered during discovery session and establish the path forward, bringing your stakeholders on the journey with you
- Create low code interventions, internal toolkits, standards and guidelines that assist customer facing teams in delivering exceptional experience to our customers whilst seamlessly integrating compliance
- Partner and collaborate with a variety of different departments to assist them in implementing a product or service with a customer (e.g. the Fleet Operations team might want to launch a new tool) by creating complementary internal processes and support tools to maximise its effectiveness
- Be data driven to validate a business problem, build a basic dashboard where required and measure success of initiatives
What You'll Need...
- A critical thinking mindset with a low-appetite for risk
- Excellent communication and experience in leading and influencing stakeholders at various levels
- Excellent project management skills with 3+ years of professional experience to be able to present program status, recommendations, and priorities
- Ability to work on multiple projects and workstreams simultaneously in an extremely fast-paced environment with tight deadlines
- Experience in using various tools and methodologies to formulate an understanding of our customers needs, process pain points and areas of improvements
- Enjoy working independently and as part of a close knit team
- To be an extreme starter-finisher - you leave no loose ends in your path
- To be at ease working across multiple disciplines
- Comfortable with numbers and data
- Knowledge of SQL and Python is desired as you will be writing queries and building dashboards on occasions
- Adaptability and flexibility when it comes to changes in a rapidly scaling business
About Us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
