**Experienced Customer Journey Manager – Energy Efficiency and Fuel Poverty Programmes**

At arenaflex, we're on a mission to deliver 'best in class' services that make a real difference in people's lives. As a Customer Journey Manager, you'll play a vital role in shaping the customer experience for our energy efficiency and fuel poverty programmes. If you're passionate about creating seamless customer experiences and have a knack for innovation, we want to hear from you! **About arenaflex** arenaflex is a dynamic and fast-growing business that's committed to making a positive impact on the world. We're a Top 100 UK company that actively supports and recruits army veterans, and our ENABLE inclusion networks bring together people who share a passion for creating an environment where everyone belongs. Our values – responsible, open, together, and ambitious – guide everything we do, from how we work with our people to how we deliver services to our clients. **What will you be doing?** As a Customer Journey Manager, you'll be responsible for leading the way in shaping customer journeys for our energy efficiency and fuel poverty programmes. You'll collaborate across teams, map every interaction, and track key metrics to optimise the customer experience. With a focus on innovation and continuous improvement, you'll ensure clear communication and readiness for new projects. You'll be part of a team that's committed to making a difference, and you'll have the opportunity to work on exciting projects that will help you grow and develop as a professional. **Key Responsibilities:** * Lead the development of customer journeys for energy efficiency and fuel poverty programmes * Collaborate with cross-functional teams to map every interaction and track key metrics * Analyse customer feedback data and KPIs to inform improvements to the customer experience * Develop and implement process improvements to enhance the customer journey * Work closely with stakeholders to ensure clear communication and readiness for new projects * Stay up-to-date with industry trends and best practices in customer journey mapping and design thinking **What you'll bring:** * Energy or housing knowledge * Deep knowledge of customer journey mapping, design thinking, and co-creation methodologies * Experience in enhancing customer journeys, preferably in B2C * Analytical skills for interpreting KPI and customer feedback data * Experience of process mapping and understanding the technical capabilities of a CRM system (Salesforce preferable) * Competent skills in Visio and Powerpoint **What's in it for you?** We offer a range of benefits designed to support your life in and out of work, including: * Matched or contributory pension scheme * Online GP service, 24 hours a day, 365 days a year * Employee assistance programme * My Rewards portal, access to 1000's of retail discounts * Life assurance * Cycle to work, salary finance and give as you earn schemes * Enhanced maternity, paternity leave and adoption leave * Reward and recognition scheme In addition, this role offers: * 25 days annual leave plus bank holidays * 2 Paid volunteer days per year **Our Culture and Values** We're a company that's committed to being responsible, open, together, and ambitious. We recruit with these values in mind, to ensure that your aspirations and ways of working align with ours. We're a great place to work, attracting diverse and talented people who join us and make a difference. **Why join arenaflex?** * Be part of a dynamic and fast-growing business that's committed to making a positive impact on the world * Work on exciting projects that will help you grow and develop as a professional * Collaborate with a talented team of people who share your passion for creating seamless customer experiences * Enjoy a range of benefits that will support your life in and out of work * Be part of a company that's committed to being responsible, open, together, and ambitious **How to Apply** If you're passionate about creating seamless customer experiences and have a knack for innovation, we want to hear from you! Please apply to this role by clicking on the link below. Don't miss out on this opportunity to join a dynamic and fast-growing business that's committed to making a difference. **Note:** Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. Apply for this job