Head of Customer Experience

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!

Location : London - Hybrid

Sponsorship: We are unable to offer sponsorship for this role

The Role

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.

⭐ Why So Energy?

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’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.

At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

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

What you’ll be getting up to in this role:

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

You’re a great match 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 underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

📅 Our Hiring Process:

1. Talent Screen - 20 minutes audio Teams call with Talent
2. Stakeholder competency-based Interview
3. Final stage leadership interview and presentation

🤝What’s in it for you?

Smart Working Charters

• Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.

Growth & Development

• P ersonalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
• Internal learning platform – with thousands of valuable resources.

Pay & Reward

• Up to 10% performance bonus – based on company and personal performance.
• Annual Salary Reviews – to ensure we remain competitive in the market.
• Commitment to being a real living wage provider .

Time Off That Matters

• Your birthday off – it only comes once a year, so enjoy it!
• 3 So Giving Days – spend time supporting a cause you care about.
• Enhanced family leave – supporting you through every life chapter.

Health & Wellbeing

• Unmind – Access to personalised coaching or therapy to support your mental wellbeing.
• Physical Support – Free eye tests, flu vaccinations.
• Access to Perkbox – Additional wellbeing & savings benefits.
  
• Menopause Policy – To ensure all employees are being taken care off.

Belonging & Recognition

• Affinity Groups – join one of our employee groups to foster meaningful connections.
• Bi-annual Value Awards – because your hard work deserves recognition.
• Monthly events – to find balance and bring our team together.
• Charitable Fundraising – to give back to our communities.
  

🧩 Diversity, Equity, Inclusion & Belonging

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. 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 throughout our entire culture.