Director of Customer Experience

Manchester, England, United Kingdom

We are a public electric vehicle (EV) charging provider, with a vision to create a fair, futureproof infrastructure legacy that will sustainably accelerate the UK’s EV revolution across the country.

We operate a national network of close to 300 live chargers with an additional 1,000+ in the current pipeline. We are backed by £110million from Octopus Energy Generation, one of Europe’s largest renewable energy investors, and are powered by 100% deep green energy.

We have a uniquely community-led and customer-first approach to creating and managing high-usage, design-led and fully funded-EV charging solutions that add value to your organisation or site. Extra revenue, additional footfall, and competitor differentiation to name but a few! Not only do we design, fund, build and operate our site partners' charging solutions, but we provide ongoing maintenance and support to evolve and futureproof the solution over time.

We pride ourselves on putting the right chargers in the right places (leveraging state-of-the-art tech to assist with site selection), and in the success of our modular Charging Hub and Charging Green offerings. But most importantly we make sure the chargers work - our network currently has a 99.6% uptime/ availability record.

Our employee owned business is built on commitment, trust and brilliant customer service. We love working with local people and are passionate about making a positive contribution to the communities we serve.

Job Profile

We are seeking an innovative and passionate Director of Customer Experience to lead our efforts in delivering unparalleled service and experiences to our customers. This role demands a leader who obsesses over every aspect of the customer journey, from the moment they consider using our charging stations to the ongoing support they receive. The Director of Customer Experience will be responsible for implementing and optimising a comprehensive customer experience strategy that aligns with our company's values and business objectives. You will work closely with all departments to ensure our internal operations are structured to anticipate, meet, and exceed customer expectations.

We will need to combine attention to detail with a “can do” attitude to support the sales and operations team to deliver Be.EV’s targets. If you are a people person who loves the rewarding challenge of building a brand that does ‘good’ for people and the planet, Be.EV wants to hear from you.

Job Responsibilities

Develop and execute a customer experience vision and strategy that encompasses all customer touchpoints and interactions, from site selection to construction, and from first use to ongoing support.

Lead cross-functional initiatives to embed a customer-first culture throughout the organisation, ensuring that every decision and action considers its impact on the customer experience.

Collaborate with the site selection, construction, marketing, operations, and support teams to create seamless and delightful customer journeys.

Establish and monitor key customer experience metrics, using data to drive improvements and innovate our service offerings.

Foster strong relationships with local communities, ensuring that our site development practices are sensitive to community needs and contribute positively to the area.

Design and implement feedback mechanisms to gather insights from customers and frontline employees, using this information to inform strategy and operations.

Lead the customer support team to provide exceptional service, resolving issues efficiently and turning challenges into opportunities to impress our customers.

Work with the product and technology teams to enhance the digital experience, making it easier for customers to access and use our charging network.

Drive internal alignment on customer experience priorities, ensuring resources and efforts are focused on maximizing customer satisfaction and loyalty.

Skills and Qualifications

Extensive experience in customer experience, service design, or related roles, with at least 3 years in a leadership position.

Proven track record of developing and implementing successful customer experience strategies in a service-oriented industry.

Strong leadership and interpersonal skills, with the ability to inspire and drive change across all levels of the organisation.

Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.

Deep understanding of customer psychology and the factors that influence customer satisfaction and loyalty.

Exceptional communication skills, with the ability to articulate the customer experience vision and its importance to diverse audiences.

Passion for sustainability and the EV industry, with a commitment to promoting environmentally friendly transportation solutions.

Benefits & Extras

Following the successful completion of a probation period, employees will join our long-term Incentive plan.

27 holidays + 5 holidays for Christmas Closure + 8 bank holidays.

Octopus EV car salary sacrifice scheme! It's like cycle-to-work, but for electric vehicles. You give up some of your gross monthly pay for a new EV, and can save up to 40% on the monthly cost thanks to saving on National Insurance and Income Tax. One of the amazing benefits of this scheme is that you get a free home charger with standard installation plus 4,000 miles of home charging if you switch to intelligent Octopus!

Company shares- As a business, the owners want ALL the team (regardless of seniority) to benefit from the growth of the business, the growth of Electric Vehicles and the value of the business. The scheme enables all the team to share in the ongoing success of the business.

Opportunity to work from home one day a week.

Company Sick Pay Scheme (following successful completion of probationary period (usually 6 months) up to 10 days full pay, in a rolling 12-month period).

Statutory Pension Scheme (3% Employer Contributions and 5% Employee Contributions).

State of the art offices in Manchester.

Company Mobile Phone/Laptop and the latest IT equipment required to be successful.

Social events.

Competitive salary (the salary package is based on a start-up and the value you can possibly make out the success of the equity allocated to you).

About this sector

There an increasingly urgent global and UK focus on the climate emergency, electrification and green energy solutions, with interrelated issues coming to the fore such as decarbonisation, green infrastructure provision and clean air. The ban on new petrol/diesel car sales comes in from 2030 and despite growing consumer interest levels (over 900,000 electric / hybrid vehicles are already on the road) the public charging infrastructure remains inadequate.

Approximately 300,000 chargers will be needed by 2030; today there are just 37,000. The good news is that this represents a 30% year on year increase, though this lags somewhat behind the 38% annual growth in sales of battery electric cars during the year to November (Source: Zap Map).

Be.EV is passionate about rising up to this challenge, and to democratising access across every region and community. Currently the Midlands, the North and North East lag some way behind the South East.

The next 5 to 10 years will be game-changing, and now is the perfect time to join the EV revolution.