Customer Experience Coordinator - Projects

This is a fixed term role until 1 February 2027 The role We are looking for a customer focused and energetic Customer Experience Coordinator to join our Customer Experience team on a fixed term contract. This is an exciting opportunity to play a consultancy style role in shaping how new programmes are mobilised and how customer experience excellence is embedded from day one and throughout the life of established programmes. In this role, you will help bring the Energy Saving Trust world class framework to life across new and existing programmes. You will work closely with colleagues across programme, operations and customer experience teams to ensure that our principles, standards and tools are clearly understood and consistently applied. You will use practical CX methods such as journey mapping, test scenarios and insight analysis to help design and deliver experiences that support high quality customer outcomes. You will also play a key part in a variety of customer experience projects. These may include exploring digital and operational efficiency opportunities, strengthening the use of customer voice data, supporting business growth and contributing to continuous improvement across the organisation. Your curiosity, creativity and solutions focused mindset will help identify new opportunities to enhance how we work and how we achieve our world class objective. Success in this role means becoming a trusted partner during programme mobilisation, shaping improvements that make a meaningful difference for customers and colleagues, and driving positive change across multiple projects. Your work will directly support our mission to address the climate emergency by helping programmes operate more effectively, engage more people and deliver customer experiences that build confidence and long term impact. If you thrive in a collaborative, fast paced environment and enjoy improving systems, experiences and outcomes for people and communities, we would love to hear from yo u. The team Our Customer Experience (CX) and Quality team sits within the Operations centre of excellence and works like consultants across Energy Saving Trust to help design, measure and continually improve service quality and customer outcomes. We collaborate with multiple programme teams to make great service repeatable, providing frameworks, tools and coaching that help colleagues deliver a consistent, world class experience. We champion the voice of the customer by combining quality monitoring insight, satisfaction feedback and programme information to highlight trends and agree improvements or design needs. We also lead on Net Promoter Score (NPS) practice and reporting, ensuring measures and actions are robust and useful for both B2C and B2B contexts. By doing this, we also help Energy Saving Trust maintain and strengthen its strategic positioning and growth through exceptional service delivery and operational excellence. Collaboration is at the heart of how we work. We value curiosity, support and practical problem‑solving, focusing on consultancy, coaching and evidence to drive continuous improvement. Joining us means making a meaningful impact on the journey to net zero, working with clear standards and enjoying learning opportunities through our accredited membership bod y. What you will do Integrate the Energy Saving Trust world class framework across new and established programmes, working closely with programme, operational and CX colleagues to embed CX principles, tools, training and quality measures from the outset. Provide expert customer experience guidance during programme mobilisation, using practical methods such as journey mapping, test scenarios and insight analysis to support the design and delivery of high-quality customer outcomes. Lead or contribute to a range of customer experience projects, from early stage ideation and scoping through to implementation and continuous improvement, ensuring opportunities for innovation, efficiency and enhanced customer value are identified and acted on. Strengthen how the organisation gathers, interprets and applies customer voice and data insights by exploring automation, improved reporting and more efficient analysis approaches. Drive continuous improvement by applying industry best practice, supporting stakeholder engagement and championing a customer first culture across teams and programmes. What you will bring A strong customer focus with a genuine passion for delivering excellent customer experiences and improving outcomes for people and colleagues. Experience supporting and coordinating multiple projects, with confidence in managing your time, staying organised and working effectively with a wide range of stakeholders. Strong communication and facilitation skills, with the ability to lead or contribute to discussions, build positive relationships and support colleagues in both virtual and in person settings. A collaborative, curious and solutions focused approach, combined with the ability to learn quickly, think creatively and bring fresh ideas to customer experience challenges. Confident use of Microsoft 365 tools and the ability to work independently with attention to detail in a fast-paced environment. For more information, please see the job description. Please submit an anonymised CV and cover letter, removing your name, address, email address, and any other identifying details. Please note, applications submitted without a cover letter may be rejected. Who we are Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero. At Energy Saving Trust we don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding. Work where you thrive At Energy Saving Trust, flexibility isn’t just a policy, it’s how we work. Most of our roles can be done remotely, and many of our people choose to work from home full-time. Prefer an office environment? We have welcoming spaces in London, Edinburgh, Belfast, Cardiff and Hadleigh for those who want to connect in person. We’ll support you with: Generous holiday (25 days + bank holidays + extra Christmas leave) True flexibility in how and where you work Strong pension & life assurance Enhanced family leave Green travel perks (EV scheme, cycle to work) Professional development support Yearly wellbeing allowance These are just some of the benefits we offer. Want to know more about how we make flexibility real? Check out our Benefits and Culture page Reasonable adjustments: We want to ensure that our recruitment process is inclusive of and accessible for, everyone. If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch with recruitment@est.org.uk or call reception on +44 (0)20 7222 0101. We will do our very best to support you. Diversity and inclusion Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best. We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust. We are a Disability Confident Committed employer and we ringfence a minimum number of interview slots for candidates who apply via the Disability Confident scheme and meet the criteria for a role. Find out more here. You can find out more about our commitment to diversity and inclusion here. To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK