International Program Manager Customer Experience (f/m/d)

E.ON SE | Permanent | Part or Full time

E.ON is one of the strongest operators of European energy networks and energy-related infrastructure, as well as a provider of advanced customer solutions for more than 50 million customers. With a total of over 75,000 employees we are represented in 15 countries. By focusing on two sustainable growth areas and with the acquisition of innogy, we are ideally positioned to drive the energy transition in Germany and Europe.
 

At E.ON diversity matters. We welcome all people and are convinced that differences make us stronger. Become part of our inclusive and diverse company culture! We want the job to fit your life situation. Therefore, you can choose to apply in full or part-time.
 

We are looking for an International Program Manager Customer Experience (f/m/d) to join our E.ON SE team in Essen.

The department acts as the central hub for driving a customer centric delivery of services and products in E.ON's customer business. It develops Customer Experience excellence across regions, elevates the role of CX and embeds it in the creation of customer interactions. The department plays a crucial role in ensuring target delivery for the STI relevant KPI NPS.

Your Tasks

• Managing the jNPS program across regions, ensuring NPS delivery and implementation and execution of improvement programs
• Validate performance of core customer service functions, inspire and develop steering tools for balancing cost-to-serve, value creation and customer delight at all touch points
• Further develop the E.ON Customer Experience Framework including design principles, description of customer life cycle, personas, development and implementation of E.ONs approach to improve customer journeys on international scale and ensure a delivery of customer experience consistent with strategy and brand
• Design & execution of initiatives to deliver Service Excellence as differentiating factor and prerequisite for growth
  5. Transformation of results from analytics to actions, enablement of data driven improvements in all channels and touchpoints
• Application of state-of-the-art tools and methodology, inspiring the CX community across regions, facilitating best-practice sharing & driving regions via roadmaps to best-practice standards
• Conceptional design for customer engagement programs including omni-channel tool kit, definition of KPIs and implemetation road maps for regional entities

Your Profile

• University degree in Business Administration, Marketing, Communication or similar

• At least eight years of management experience in Consulting, Project/Program/CX Management, Research, Innovation, Product/Service Development, operational steering of customer facing processes or similar
• Deep understanding of consumer behavior and needs; ability to translate data and insights into actions
• Profound knowledge in customer-centered design and agile methodologies; great meetings/workshop facilitation & training skills
• A great topic owner and project leader with a drive to change the status quo and a can-do attitude
• Extended experience in stakeholder management and ability to act in different company and regional cultures; experience with cross-regional collaboration
• Good portion of self-confidence and persuasiveness as well as social aptitude
• Language: Fluent in English, German is a plus
• Mobility: Experienced with remote work, willingness to travel

Our Benefits

Apart of our inspiring and dynamic international working atmosphere we have following attractive employee benefits to keep you motivated and healthy:

• flexible working hours
• regular trainings
• E.ON Pension Plan
• private car leasing
• free parking space
• company credit card
• fitness club and physiotherapy
• ob ticket available
• kindergarten places
• family service support
• subsidized canteen

Additionally, we offer…

• the opportunity to shape the new energy world
• the chance to shape E.ON’s future
• exciting business challenges to be solved
• a space to develop ideas and create personal impact
• an agile and hands-on environment

Do you have questions?
For further information please contact Anna Maria Tamburrelli, annamaria.tamburrelli@eon.com.

What you need to know:
Contract type: Permanent
Working time: Part or Full time
Company: E.ON SE
Location: Essen
Function area: Customer Service; Marketing/Product Management