Douglas Jackson case study for the role of a Customer Experience Manager with a Water utility retailer. Douglas Jackson recruitment consultants and executive search firm, helping Utility leaders and HR Directors improve the success and retention of their new hires, saving you time and money.

1. CASE STUDY
CUSTOMER EXPERIENCE
MANAGER - WATER RETAILER

2. CUSTOMER EXPERIENCE
MANAGER
Assignment Details:
Holly was given a specific brief to exclusively
source a Customer Experience Manager with
experience in the creation of a strategy from
scratch for an established business who were
looking to improve their Customer Experience by
hiring someone with autonomy and responsibility
for the CX strategy and function. With
the hiring manager looking after a number of
business units, within a rapidly changing
regulated market, in the midst of a global
pandemic, this individual needed to be
autonomous and reliable enough to deliver
within a stringent market.
Holly was asked to initially benchmark the salary
for the position, to enable the hiring manager to
assign a budget to the role and also assisted with
the creation of the role profile aligned with the
business needs following a number of
conversations.
Customer Experience Professional
Experience in the creation and delivery of a CX
Autonomy and Accountability for the business'
CX
Experience within a regulated Utilities
business
In depth experience of designing and mapping
end to end customer journeys
Client: Water Utility Retailer
Role: Customer Experience Manager
Salary: £52k basic plus benefits
Requirements:
strategy
Douglas Jackson Case Study
Customer Experience Manager
Page 2

3. CUSTOMER EXPERIENCE
MANAGER
Assignment Details continued...
Once the budget had been secured and confirmed, Holly went to market in the search for the
Customer Experience Manager sourcing across the Utilities space reaching out to contacts
and connections across her network for recommendations and referrals, using her existing network
to explore whether these individuals were interested in this newly created role.
Initially created a longlist of 120 individuals, she set to work screening the CV's and having
conversations with each individual to decipher the cultural and personality fit for the business and
team too. As a result, a shortlist of 6 individuals were presented to the hiring manager for
consideration with supporting evidence, to assist with tailoring their applications to this specific
role, with 3 of those selected for initial remote interviews via telephone. From the
telephone interviews, two were selected for final stage and attended the office for a socially
distanced face to face interview with a presentation on their first 90 days in the role. The final
decision was made with the client making an offer to the successful individual whom they secured.
Result:
"Working with Holly and Douglas Jackson was seamless. I received a quality shortlist of
candidates that matched our requirements and we made a subsequent offer to a
great candidate. Holly was in constant liaison with myself and the candidates
throughout and I would happily recommend… Nothing to feedback on from an
improvement perspective thanks!" - David Harper - Head of Customer
Experience, Water Plus Business Ltd
Douglas Jackson Case Study
Customer Experience Manager
Page 3
"I am just about to start a role I love and am so excited to get my teeth into and its
down in no small part to Holly Beeston. I had been with my previous employer for 10
years so entering into the job market was as nerve wracking as it was exciting. I
contacted Holly and from the very beginning was extremely impressed with her
professional and friendly attitude. She worked with me to find a new role with an
employer I really wanted to work for, and she took the time to get to know me and my
career aspirations, something that from experience is not always the case with
recruitment agencies. Holly, in short was amazing, she kept in touch with me,
supported me and helped me secure the role I really wanted. I can't thank her enough
for her support, friendliness, encouragement and professionalism. I feel
lucky to have worked with Holly and Douglas Jackson - I really can't recommend
them enough" - Andrea Leese - Customer Experience Manager - Water Plus
Business Ltd