Customer Listening Program Manager

Centrica Plc; Leeds; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading energy company in the United Kingdom is seeking a Customer Listening Programme Manager to enhance customer feedback processes and improve customer journeys. You'll develop frameworks for capturing customer insights and connect them to actionable improvements. Ideal candidates will have experience in B2B or B2C environments and knowledge of customer experience metrics. This role supports a hybrid working arrangement.

Benefits

Flexibility in total rewards

Support for family needs

Career growth opportunities

Qualifications

• Experience in a collaborative B2C or B2B environment.
• Comfortable with both digital and offline channels.

Responsibilities

• Develop customer listening framework across surveys and tools.
• Design feedback programmes for key customer journeys.
• Work with vendors to deliver innovative listening practices.
• Connect feedback to performance metrics.
• Maintain VoC platform and provide actionable reporting.

Skills

Experience improving customer journeys

Knowledge of CX measurement and analysis

Ability to analyse processes

Relationship building

Strong communication

Adaptability in dynamic environment

Education

Qualification in Business or Customer Experience

Training in Journey Management or Human-Centred Design

Job description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon‑footprint.

Customer Listening Programme Manager

Location: Flexible UK locations with FlexFirst hybrid working

Make customer feedback count.

Join our CX Design & Transformation team and play a key role in shaping how we listen to customers and act on what matters most. As Customer Listening Programme Manager, you’ll lead programmes that capture authentic customer voices and turn insights into meaningful improvements.

About the role

• Develop and manage our customer listening framework across surveys, tools, and channels.
• Design feedback programmes for key journeys and moments.
• Work with third‑party vendors to deliver innovative listening practices.
• Connect feedback to performance metrics and customer experience outcomes.
• Integrate insights from frontline teams for a complete view of opportunities.
• Maintain our VoC platform and provide clear, actionable reporting.
• Actively share insights in ways that inspire collaboration and positive change.
• Support colleagues to embed listening into everyday work.

What we’re looking for

• Experience improving customer journeys in a collaborative environment B2C or B2B.
• Knowledge of CX measurement, analysis, insight and journey mapping tools.
• Ability to analyse processes across digital and offline channels.
• Skilled at building relationships and encouraging shared ownership.
• Strong communicator who can make insights clear and engaging.
• Comfortable prioritising and adapting in a dynamic environment.

Preferred

• Qualification in Business, Customer Experience, Service Design, or similar.
• Training or certification in Journey Management, CX Strategy, or Human‑Centred Design.

Core behaviours

• Take ownership
• Work as one team
• Champion customers
• Strive to innovate
• Develop a growth mindset

#CX #Customerexperience

Why should you apply

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too.

Visit the link below to discover why we’re a great place to work and what being part of more means for you. https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non‑negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.