Head of Customer Experience

So Energy; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

So Energy, a forward-thinking renewable energy company, is seeking a Head of Customer Experience to lead efforts in delivering exceptional service and driving customer satisfaction. The successful candidate will define and execute customer experience strategies and ensure that So Energy's unique brand personality resonates with customers. This role will involve innovative problem-solving, leadership in day-to-day operations, and collaboration across teams to enhance customer journeys profoundly.

Benefits

Personalised Learning and Development Budget

Hybrid working hours

25 Holiday Days + bank holidays

Birthday day off

Three So Giving Days

Religious Celebrations Leave

Mental Healthcare sessions

Enhanced Family Leave

Qualifications

• Ability to adapt and respond to challenges in customer services.
• Experience in driving customer satisfaction and retention.
• Strong leadership capabilities to inspire and lead teams.

Responsibilities

• Define and deliver customer experience priorities for measurable impact.
• Lead customer journey ownership across all channels.
• Implement tools and processes for improved customer interactions.

Skills

Ownership

Problem-solving

Leadership

Customer-centric mindset

Job description

UK, Hybrid

Our Perks

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave

Values-driven culture – we’re really proud of our culture.

So Energy

Who are we

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Head Of Customer Experience At SO ENERGY

Reporting into our Customer Operations Director, Jess,

This role is about action and results, ensuring every customer interaction is smooth, consistent, and reflects the So Energy brand. Success will be measured by tangible outcomes: higher satisfaction, fewer complaints, improved retention, and a culture where every team member takes responsibility for delivering great customer experiences. The role will ensure So Energy stands out in a competitive market by creating an experience that is brand-aligned, distinctive and difficult to replicate.

What you’ll be getting up to:

Customer Experience Delivery

• Define and deliver a clear set of customer experience priorities that make an immediate and measurable impact
• Take ownership for execution, identify pain points, create solutions, and ensure they are delivered on time and embedded into daily operations
• Track, measure, and report on improvements with clear KPIs such as NPS, CSAT, retention rates, first-time resolution
• Be hands on with the detail, test processes, walk through customer journeys, and fix issues in real time

Leadership and Hands-On Team Engagement

• Lead by example, setting the pace on delivery and execution
• Work closely with frontline customer teams in operations, sales, marketing and product to identify barriers and act quickly to resolve them
• Build accountability across teams, ensuring customer ownership is delivered in day-to-day actions

Customer Journey Ownership

• Own the full end-to-end customer journey across all channels, online, offline, inbound contact, and proactive outreach
• Continuously identify, prioritise, and deliver improvements that reduce customer effort and increase satisfaction
• Personally drive initiatives to enhance onboarding, self-service, resolution, and retention
• Partner with resourcing teams to ensure operational efficiency such as the right skills, right people, right time

Customer Feedback and Continuous Improvement

• Take full accountability for collecting and acting on customer feedback through NPS, CSAT, complaints, and surveys
• Close the loop by ensuring actions are taken, fixes are delivered, and customers are informed
• Make sure feedback drives real operational changes, not just reports
• Use data to spot problems early, then personally ensure solutions are put in place and working

Cross-Functional Delivery

• Work side by side with product, technology, marketing, sales, billing, and metering to resolve friction and embed a customer-first mindset
• Ensure that processes and systems are customer-centric and that hand-offs between teams are seamless
• Hold teams accountable for following through on commitments to customers

Execution, Innovation and Technology

• Implement practical tools and processes that make it easier for customers to self-serve and for teams to deliver fast, accurate support
• Support the roll-out of new technologies such as AI, chatbots, CRM and knowledge management with a focus on speed of adoption and measurable impact
• Stay up to date on best practice but focus on execution, not theory

This role will be a great fit if:

You have great ownership, thriving on taking action, solving problems, and delivering visible results. You combine hands-on delivery with strong leadership, inspiring teams across the business to put customers first every day. You have the ability to turn insight into action, break down barriers to great service, and make improvements that stick. You have accountability for outcomes, from higher satisfaction scores to stronger loyalty, and you ensure the So Energy brand shines through every interaction. Most importantly, you have the passion to make our customer experience stand out in a competitive market.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues

Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.