Job description
Role OVO-View
Team: PayG Transformation Team
Salary banding: £46,800 - £57,000
Contract type: OVO
Experience: Mid-level
Working pattern: Full-Time
Reporting to: PAYGO Journey Owner
Talent Acquisition contact: Laura McFarlane
This role in 3 words: Opportunity, Exciting, Rewarding
Top 3 qualities for this role: Detailed, Proactive, Curious.
Closing date: Monday 9th November @ 5pm
Your next OVO adventure:
At OVO, we recognise that great people are already working with us across all of our brands. Find out more below about whether this role might be the next part of your OVO adventure.
You may not have all of the skills and experience boxes ticked, but if you think you have much of what we’re looking for, then we’d love to hear from you.
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:
As a PAYGO Journey Manager in our Transformation team, you’ll drive Plan Zero by optimizing and simplifying customer journeys for 750,000 PAYGO energy customers. By building effortless, transparent, and compliant touch points—from top-ups to proactive risk safeguards—you empower customers to take control of their energy use, reduce waste, and seamlessly transition toward a net-zero future.
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 team operates across our enterprise to develop this 750,000 customer, £1.4bn turnover business.
You will be part of a Journey team, optimising critical customer journeys to improve customer and business performance.
There are three elements to our mission: 1 Safeguard and protect our customers, 2 Simplify the business, 3 Improve value to OVO. Our PAYGO PSA team will focus on ensuring that all functions align to our protection agenda.
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 work alongside the Risk & Control Lead to help shape the strategy within the Risk & Control journey, partnering across all core customer journeys to help embed, develop, and strengthen robust risk and control frameworks that enhance overall journey performance and outcomes. You will work closely with key people across product, tech, customer care and many more to turn your ideas into customer solutions that delight.
PAYGO Journey within the PayG Transformation team
- Risk & Control — Silent protection, effortless trust. We build proactive guardrails across the PAYG journey—ensuring every touchpoint remains secure, compliant, and seamless
- Gain / Loss / Switch - creating a best in class experience at moments of high emotion for our customers. Executing seamless journeys that just work to drive loyalty and engagement.
- Vend - Effortless and instant. Topping up should just happen when customers want to, via their channel of choice.
- Debt / In-life - driving loyalty and engagement in the life of a customer's OVO experience.
- Vulnerability & Affordability — Compassionate care, proactive support. Empowering vulnerable customers with reliable safety nets at every stage of their journey.
Your key outcomes will be:
- Own activity to deeply understand the PAYGO customer journeys through a customer, business and people lens.
- Use recognised customer journey improvement techniques to understand journey performance and undercover opportunities to simplify, improve value and increase customer sentiment.
- Work cross functionally across value streams, functions and business lines to turn ideas into reality - Building and implementing changes prioritised across the PAYGO ecosystem.
- Reduce complaints and improve CSAT for the journeys you are responsible for.
- Ensure that our PAYGO customer journeys meet or exceed our legal and industry commitments.
Within your first 3 months month you’ll:
- Contribute to the existing PAYGO roadmap, shaping the future.
- Get to know the journey and related processes inside out, understand the opportunities.
- Work out our current challenges and milestones.
- Work with PAYGO Journey Owners to understand the roadmap and vision.
- Deliver some quick wins to demonstrate progress.
- Become known across the business, establishing a great network for collaboration.
Systems: You and the team will get to know just how our customer journeys work across our internal and external systems.
You’ll be successful in this role if you…
- Ideally have extensive experience of Energy supplier processes, or a relatable and transferable market that has complex end to end processes.
- You have a toolkit of tools and techniques to improve customer journeys such as Design Thinking, Lean Process Improvement etc. You have evidenced putting these into practice and can talk to a portfolio of improvement projects.
- You have taken a poorly performing journey and turned this into a journey that delights - through a customer & business lens.
- Have or can show capability to develop detailed robust technical knowledge of a customer journey, understanding the end to end process and its impacts on Industry, Customers and business.
- Are financially astute - are comfortable owning and contributing to business cases.
- Have experience working with and interfacing with product and technology teams to test ideas and build successful ones.
- Work with Journey Owners and insight functions to create, monitor and understand all relevant stats associated to process success across OVO and its third party partners.
- Have an interest and keep up to date with latest Industry regulations, process changes and upcoming innovations.
- Knowledge of a PAYGO energy business model is desirable.
- Are comfortable interpreting & utilising data through analytical tools (eg: BigQuery).
What will happen next?
After you submit your application, our Talent Acquisition team will review your CV along with the hiring manager, and will come back to you with an update shortly.
Feel free to contact the relevant recruiter, detailed at the top of the advert, to discuss the role.
