Role OVO-View Location: Flexible within the UK, with a need to work with your colleagues at one of our hubs in Bristol, Glasgow or London, on average for 2 days per week. (Must be mobile and able to travel). On occasion you may need to visit other sites used by partners that we work with in the UK and overseas. Team: Serve Pod Salary banding: £100,000 - £125,000 Experience: Experienced Working pattern: Full-Time Reporting to: Director of Customer Enablement Sponsorship: Unfortunately we are unable to offer sponsorship for this role. This role in 3 words: Opportunity, Exciting, Rewarding Top 3 qualities for this role: Innovative, Customer focussed, Commercially astute, Everyone belongs at OVO At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us. This role in a nutshell: We’re looking for an experienced senior leader to join and lead our Serve Pod responsible for helping operations to help achieve our ambitious vision. This leader will help set the vision for the Serve Pod working alongside a cross-functional team to evolve our operation and redesign our service outcomes. Serve’s overall mission is to "identify, route, and manage work and information with strong controls to deliver exceptional customer experiences and achieve top-quartile service for our customers" Working closely with our Product, Technology, Engineering and Business teams to lead OVO into its next phase of growth you will be integral to helping us reimagine our operation leveraging technology such as GenAi and state of the art contact centre platforms. You will help rethink how we service our customers focusing on the end to end system and how we think about the flow of work. You will help set the drumbeat across our agile ceremonies, tying in with other Pods across the business to collaborate and prioritise what is best for OVO and how to move the business forward. In this role, you’ll not only build a deep understanding of the business needs but also focus on creating seamless experiences for customers. You’ll consistently seek opportunities to drive increased and deeper customer conversions and increase overall customer lifetime value, all while ensuring an exceptional user experience that supports and sustains a positive NPS score. Your customer-centric approach will be key to delivering value for both our partners and end-users. You’ll lead a cross-functional team of 50 people in a matrixed Serve Pod, experimenting its way to solving for both Customer & Business needs and providing value. You'll often be found analysing data, optimising, stakeholder-managing and test-and-learning. Your key outputs and objectives will be: Own the performance and development of the Serve Pod, creating and building a roadmap and quarterly OKRs socialised with our C-suite and wider business leaders Work alongside the Product HoD of serve to support our technical teams in designing operational systems and implementing technology to accelerate our plans Own the overall vision of the Serve Pod a 2-3 year strategy and gain buy-in and support from across the organisation Overhaul the way we operate stitching the business together, breaking down silos and continually improving things for the customer Represent the Serve Pod and the wider Customer Enablement team at key change forums and governance meetings Lead cross functional squads to deliver prioritised improvements. Bring a customer focussed, iterative, innovation driven approach. Testing with real customers/stakeholders regularly Implement industry and regulatory commitments. Ensure we provide capabilities that meet or exceed our legal and industry commitments. Look at regulation as an opportunity to innovate Agree, implement and manage measures for successful performance monitoring Reduce effort and failure demand, reducing our cost to operate Utilise data and AI to transform our operational processes You’ll be a successful here at OVO if you… Have an ambitious spirit, you'll need to be proactive, and someone who is always up for a challenge Love being close to the customer- you’ll thrive in researching and understanding customer jobs, turning these into ideas, prototypes and then customer solutions Have experience in a range of customer focused tools and techniques such as design thinking, lean process improvement, agile ways of working Have a large portfolio of product / journey improvements where you have driven significant customer & business benefits Have extensive experience working with product & technology teams to turn your ideas into reality through strong stakeholder management and collaboration Understanding of micro-services architecture and a Product Mindset to work in close collaboration with the HoD of Serve Product Are an excellent communicator. Your communication skills give you the ability to convey your ideas effectively, tailoring the communication to audiences at all levels of the organisation. Have experience collaborating and influencing multiple partners, gaining alignment and sign-off. Are seen as a thought leader, you can lead without direct control Have strong technical and analytical skills with the ability to define, create and use performance metrics to measure performance and understand opportunities within your journey Can understand how to link performance to tangible financial opportunities, you’re commercially creative with evidence of high financial acumen Have significant experience of managing complex processes in a high risk / regulated environment. Preferably Energy sector knowledge You won’t like this role if you… You prefer to work in isolation, or leave others to do the collaboration Are more focused on direct reports than cross-functional working Don't enjoy working with new technology, experimenting and learning by doing Don't enjoy agile working and the ceremonies that go with it You like clearly defined boundaries, a well established rule set to operate within Don’t like change and prefer a fixed roadmap, rather than prioritisation and agility Need to know who does everything on day 1, some of this role will be filling in the gaps and finding ways to get things done in an agile organisation Elevator pitch In the words of the team, you should leave your current role for this one because…. You want to be involved in a true operational transformation, leveraging people, process and technology change to achieve our grand ambition of powering human progress with clean, affordable energy for everyone. This is a truly once in a lifetime opportunity for someone who wants to get in on the ground floor, build their brand in an amazing company and make their name in the transformation space. Let’s talk about what’s in it for you We’ll pay you between £100k and £125k, depending on your specific skills and experience. If your expectations are a little different, have a chat with us We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission. You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: For starters, you’ll get 34 days of holiday (including bank holidays). For your health With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more For your wellbeing With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations For your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers For your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know. For your Belonging To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you. Oh, and one last thing We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible