Jennifer Jose
Customer Listening & Engagement Assistant Manager @Centrica
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WORK HISTORY
Customer Listening & Engagement Assistant Manager @Centrica
For my third graduate rotation, I joined the CX Research team as a Customer Listening & Engagement Assistant Manager working across Centrica Home to ensure we listen to the right things from our customers, in the right way, and act on what we hear.Key Contributions:• Leading the design and delivery of our customer feedback programs• Leading the internal activation of our customer experience strategy bringing the voice of the customer to life and helping teams across the organisation connect emotionally and practically to the experiences we create. Blending both the supply of CX insights, as well as driving change off of those insights across the business.• Owning and maintaining the Centrica-wide consumer panel, transforming it into a fit for purpose state following BU unification and reflecting new operating models.• Managing an insights roadmap, evaluating business research requests, developing them alongside stakeholders and delivering not just the final presentation, but driving impactful business results.• Cultivating close and strong working relationships across our market research partners - Ipsos, KSBR, Customer Closeness Company, etc.• Assisting with external benchmarking management - ad hoc research, Trustpilot, Which, CitA, UKCSI strategies.• Feeding TNPS operational programmes into the wider customer listening and engagement portfolio.• Co-ordinating Customer Closeness sessions across the duration of your placement, taking the opportunity to bring customers into the room, helping colleagues build up customer instinct and hear real stories from our customers• Supporting CX, Commercial and trading narratives, as well as support exec scorecard reporting
EDUCATION
JGA Group
Marketing Manager Apprenticeship (Level 6)
University of Birmingham
Bachelor's degree, Business Management with Marketing
Bishop Challoner Catholic Secondary School
GCSE
Queen Mary's College, Basingstoke
A-Level: Psychology, Geography and Mathematics
ABOUT JENNIFER JOSE
Marketing Graduate at Centrica, currently energising a greener, fairer future through a Customer Listening & Engagement Assistant Manager role at Centrica. Previous graduate rotations included Assistant Product Owner role at British Gas; Assistant Digital Communications Manager at Energised Futures and Technical Resolutions Agent at Hive. Graduated in Summer 2024 from the University of Birmingham with a first-class (Hons) in BSc Business Management with Marketing. Selected as the graduation student speaker for the Business Management cohort of 2024. Also awarded Undergraduate of the Year 2024 at the Birmingham Business School Student Impact Awards. Undertaken over 2 years of Marketing work experience including copywriting, devising marketing strategies, event management and market research.
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