Head of Service Innovation (Serve Pod)

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 desi