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Customer Experience and Continuous Improvement

Welcome to our continuous improvement/customer experience recruitment page

The energy industry is changing and npower is right at the forefront of that change. There’s lots going on. We’re making some fantastic improvements to the way we deliver customer service across our business. We’ve also got the rollout of smart metering to manage – it’s one of the largest customer impacting infrastructure projects ever carried out in the UK and we’re making sure that npower is well positioned to respond to the challenges and opportunities that change inevitably throws up. To be successful on that journey we need the help of some exceptionally capable people.

So, we’ve formed a new and high profile Customer Experience and Continuous Improvement Team. This team will work across the full design-to-delivery lifecycle to:

  • Ensure we have accurate and actionable insight to drive decision making
  • Design experiences and outcomes across all our channels which work for our customers and our business
  • Deliver impactful change into the business
  • Make that change stick

Below you’ll see a diagram showing how we’ve organised this team. We have manager level vacancies in each team ranging from Head of roles through to portfolio and project managers. Just click on the diagram to link to specific vacancies and job descriptions.

We definitely want to hear from you if:

  • You’re passionate about customers
  • You have the drive and energy to get stuff delivered and to bring people with you on that journey
  • You have great communication skills
  • You can make sense of complexity - and tame it
  • You’re really comfortable with change
  • You’re tenacious

There’s a huge amount of opportunity for the people working in this team. You’ll be working across every level of the business and be at the heart of transforming a major energy supplier. And along the way you’ll have some terrific opportunities to develop yourself and your career. We’d love to hear from you if you’re interested.

Our Core Objectives

  • Increase customer satisfaction (CSAT) and maximise customer retention
  • Minimise failure demand into the business and reduce repeat customer contact
  • Improve customer First Contact Resolution
  • Improving operational efficiency
  • Enhance the customer journey through best-in-class customer communications


Click on the job title in the table below to see the role description and apply.


Customer Experience: Strategy and Design

Continuous Improvement

Assurance and Sustainability

Continuous Improvement Manager (RCA) - FTC Customer Experience Manager - FTC Continuous Improvement Manager Continuous Improvement Lead
Head of Customer Experience Improvement Continuous Improvement Lead
Continuous Improvement Manager Smart

Register Your Interest

If you're interested in becoming a part of the team but can't see a role you feel meets your skill set you can register your details with us by clicking the link below and we will contact you if anything comes up for which we feel you might be suitable.

Click here to register

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