PAYGO Journey Owner

Role OVO-View

Team: PAYG Team

Location: Hub Based - Hybrid for all

Salary banding: 52130 - 70000

Experience: Expert

Working pattern: Full-Time

Reporting to:Senior Manager - PAYG Strategy & Transformation

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 youll work:

Depending on the needs of your business area we expect hub based people to be in the office at least once a week and to go to OVO Connection events in-person.

Youll be assigned to the closest one of our three hub offices Bristol Glasgow or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop is designed to inspire people help them connect and bring big ideas to life.

Everyone belongs at OVO:

At OVO we are on a mission to solve one of humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats 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 youll be joining plays a gigantic role in making that happen. Heres how:

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

This is a huge opportunity to make a difference to 750000 customers to shape the team as we form it and to create some career defining moments

This role in a nutshell:

Pay as you go Energy or PAYGO is a key part of the OVO Energy business. Simply put its 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 750000 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 OVOs pay as you go energy business. Were on the journey to simplify and transform the business but theres still lots to do.

Your key outcomes will be:

• Own the performance and development of your journey areas. Create and socialise your 2-3 year strategy and aspirational roadmap. Gain buy-in 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 stakeholders across OVO and strategic partners to ensure buy in 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
• Create 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 KPIs across all channels.
• Work with other journey owners Head of / Director to define and agree Vulnerable Customer strategy across all PAYGO journeys.

Youll be a successful PAYGO Journey Owner at OVO if you

• Have an ambitious spirit youll need to be proactive and someone who is always up for a challenge.
• Love being close to the customer- youll 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 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 journey performance to tangible financial opportunities youre 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.
• Are passionate about being an exemplar in handling vulnerable customers well. An experience of understanding and applying energy regulation is preferable.

Lets talk about whats in it for you:

Well pay you between 52130 and 70000 depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll 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 OVOand theres flex pay. Well give you 9% Flex Pay on top of your salary 4% of this is auto enrolled into your pension and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits including our green benefits which weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll 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 travel insurance workplace ISA will writing services dental insurance and more

For your lifestyle
With extra holiday buying discount dining home & tech loans and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to 400 towards any OVO Energy plan plus great discounts on solar 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 others 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. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.