Customer Listening Program Manager

British Gas; Windsor; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading energy company is seeking a Customer Listening Programme Manager to help improve customer experiences by managing a comprehensive feedback framework. The ideal candidate will possess strong experience in customer journey analysis and a proven ability to work collaboratively. This role requires innovative thinking and the capacity to engage with various teams to integrate customer insights effectively.

Responsibilities

• Develop and manage 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 VoC platform and provide clear, actionable reporting.
• Share insights in ways that inspire collaboration and positive change.
• Support colleagues to embed listening into everyday work.

Skills

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

Comfortable prioritising and adapting in a dynamic environment

Education

Qualification in Business, Customer Experience, Service Design, or similar

Training or certification in Journey Management, CX Strategy, or Human-Centred Design

Job description

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.

Experience

• 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