Role OVO-View

Team: PAYGO Value Stream Team

Salary banding:  £60,630 to £80,000

Experience: Expert

Working pattern:Full-Time

Reporting to: Head of PAYGO

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

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

For this role we're looking for someone who is able to come into their closest hub 2 days per week.

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 abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

Pay as you go Energy, or PAYGO is a key part of the OVO Energy business. Simply put, it’s the way that many of our customers choose to pay for their Energy, in advance by ‘topping up’ their meter. 

The PAYGO Value Stream operates cross-functionally across our enterprise to develop this 750,000 customer, £1.4bn turnover business.

There are three elements to our mission: 1. Safeguard and protect our customers 2. Simplify the business 3. Improve value to OVO. Our PAYGO Journey Owners will play a vital role in making sure that all customer touchpoints evolve in line with this mission. 

You will be joining at a key time for OVO’s pay as you go energy business. We’re on the journey to simplify and transform the business, but there’s still lots to do.

You will lead and own one of 3 core customer journeys. Owning the strategy, roadmap and performance, you will work cross-functionally with partners across product, tech, customer care and many more to turn your ideas into customer solutions that delight. 

PAYGO Journeys;

• Join / Leave / Move - creating a best in class experience at moments of high emotion for our customers. Implementing seamless journeys that just work to drive loyalty and engagement. 
• Top Up - Effortless and instant. Topping up should just happen when customers want to, via their channel of choice.
• Serve / In-life - driving loyalty and engagement in the life of a customer's OVO experience. 

This role is to lead the Serve / In-Life journey that includes ownership of segment C CLV and our risk and assurance team.

Your key outcomes will be:

• Own the performance and development of your journey. Create and socialise your 2-3 year strategy and aspirational roadmap. Gain consensus and support from across the organisation.
• Lead cross functional squads to deliver prioritised journey improvements to PAYGO journeys. Bring a customer focussed, iterative, innovation driven approach. Testing with real customers regularly. 
• Define the journey channel strategy. Working with key collaborators across OVO and strategic partners to ensure consensus to execute.
• Implement industry and regulatory commitments. Ensure that our PAYGO customer journeys meet or exceed our legal and industry commitments. Look at regulation as an opportunity to innovate.
• Agree, implement and manage measures for successful journey performance monitoring and audit trails on core journeys
• Build brilliant customer experiences to drive incremental revenue growth. 
• Reduce effort and failure demand, reducing our cost to operate across a £250m cost base
• Deliver core performance KPI’s across all channels.
• Work with other journey owners, Head of / Director to define and agree Vulnerable Customer strategy across all PAYGO journeys.

You’ll be a successful PAYGO Journey Owner 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 benefit.
• Have extensive experience working with product & technology teams to turn your ideas into reality.
• 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 an inspiring 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 journey performance to tangible financial opportunities, you’re commercially creative with evidence of high financial competence.
• Have significant experience of managing sophisticated processes in a high risk / regulated environment. Preferably Energy sector knowledge.
• Are passionate about being an exemplar in handling vulnerable customers well. An experience of understanding and applying energy regulation is preferable.

Let’s talk about what’s in it for you

We’ll pay you between £60,630 and £80,000, 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 healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith 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 donationsFor 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 chargersFor 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..