Systems and Customer Journey Manager

Salary: Up to £65,000 depending on experience
Role type: Permanent, 5 days per week, Monday to Friday
Location: Hybrid, based at our London office, with occasional travel to our installer businesses
Reporting to: Sales Operations Director (Installs) or Operations Director (Installs)
Direct Reports: None

About Hometree

Join Hometree at the most exciting moment in our story. Founded in 2015, we've become one of the fastest-growing challengers in the UK home services market, spanning home cover that protects the essential systems in the home, renewable installations like solar, batteries and heat pumps, and the financing that makes them affordable. Together, we help homeowners look after their homes and move to greener, lower-carbon living.

We're now going through the biggest step change in our history. By acquiring OVO Energy's Home Services division, including the trusted CORGI HomePlan and HomeHeat brands, we're becoming one of the UK's leading home services groups, with fresh investment to fuel our next phase of growth. It's a genuine inflection point, and we're looking for people who want to help us build what comes next.

Key Achievements

🏆 UK's third-largest home cover provider: our latest acquisition makes us the third-largest provider of home cover in the UK.

🏆 7 Acquisitions - We've expanded our operations by acquiring 6 key companies across financing (Hometree Finance, formerly Bewarm), Home Cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company, IMS and GreenGen). And we have most recently announced the acquisition of OVO Home Services and CORGI Homeplan (subject to FCA approval).

🏆 500k Homes Covered - We cover over 500 thousand homes across the UK.

🏆 550+ Employees - We have over 550 passionate employees transforming the industry across the Group, one home at a time.

The Role

You'll own how our systems and processes work for the customer, across our renewables and gas boiler installer businesses: heat pumps, solar, batteries and boiler installs.

You decide what good looks like: how the customer journey should flow, how our CRM and customer communications should work, and where the systems portfolio needs to change so each business can grow. That means getting into the detail of how things work today, finding where we're letting customers down, and building the fix.

Sometimes the fix is new software, not a tweak to what we've got. Where there's a real gap, you'll lead the search: work out what we need, scan the market, and build the case to buy. Once we've chosen, you'll see it through to delivery too, working with Technology, the vendor and the teams who'll use it day to day. You won't write the code, but you'll make sure it lands.

AI is part of this as well. You'll find where it could improve the customer journey, test what looks promising, and bring what works into everyday use. You don't need to have done this before. You do need to be up for it.

You'll usually have more than one of these live at once, pulling in different directions across different businesses. Being methodical matters: work to a plan, keep it on track, and build a clear framework, with your manager's support, for what gets priority when everything feels urgent.

There's a natural link to Home Cover too, particularly insurance and maintenance cross-sell. That's a collaboration, not a responsibility: you'll work with the Home Cover team to align on those journeys and maximise sales both ways.

You'll report to our Sales Operations Director (Installs) or Operations Director (Installs), with a dotted line to our CTO or Head of Product. It's a broad role with real ownership, and it'll suit someone from consulting, a fast-growing business, or already running CRM and systems somewhere else, who wants to turn our systems and customer journeys into something concrete.

Responsibilities

- Systems Portfolio: Own the ongoing design of our systems portfolio across customer-facing and internal systems for our renewables and gas boiler installer businesses, including CRM and customer communications, setting the roadmap even when someone else builds it.
- Process Mapping: Map how customers and information actually move through our installer businesses today, identifying where a process, system or message is letting customers or growth down.
- Customer Journey: Redesign the customer journey from first enquiry through to installation and aftercare, working closely with Sales, Operations and Marketing so everyone's pulling in the same direction.
- CRM & Communications: Own the CRM roadmap and customer communications approach for our installer businesses, understanding what each one genuinely needs.
- Cross-Sell Journeys: Work with our Home Cover business to align insurance and maintenance cross-sell journeys with installer customers, while creating installation opportunities from Home Cover journeys.
- Prioritisation: Build and maintain a framework for prioritising competing work across the systems and customer journey portfolio, agreeing where to focus when priorities conflict.
- Data & Testing: Dig into the data to understand what's happening, form hypotheses about what would improve things, and test them before recommending a wider rollout.
- System Selection: Lead the search for new systems or software where there's a genuine gap, from scoping requirements and evaluating the market to making the investment case.
- Implementation: Help see chosen solutions through to delivery, working with Technology, vendors and the teams using them day to day to get them properly live.
- AI & Innovation: Explore, test and help deploy AI within our customer journeys and systems, identifying where it can genuinely improve things for the customer or business.
- Product & Technology: Work with the CTO or Head of Product and their teams to turn business needs into solutions they can build, staying involved to ensure the end result works for the customer.
- Stakeholder Management: Build strong working relationships across Commercial, Operations, Sales, Marketing, Finance and Technology, at Group level and within each installer business.
- Commercial Impact: Spot changes, big or small, that could grow sales or protect revenue, and back recommendations up with evidence.

What we're looking for

- Problem Solving: Experience taking on broad, loosely defined problems and turning them into a clear, practical plan, whatever industry or role that came from.
- Methodical Approach: Comfortable working to a plan, keeping it on track, and building a clear framework for prioritising work when multiple pieces compete for your attention.
- Process Mapping: A track record of mapping out business or customer processes and turning that into a real recommendation, not just a diagram.
- Data & Analysis: Comfortable pulling data apart, forming a view, and checking whether that view holds up once you test it.
- CRM & Customer Communications: Some exposure to CRM platforms and customer communications, including deciding how they should work and understanding how to configure or structure solutions.
- Systems & Software: Experience choosing between software or system options, making the case for one, and staying involved through build and rollout.
- Stakeholder Management: Able to hold your own with directors and executives while still getting stuck in with teams doing the day-to-day work.
- Autonomy: Happy working independently across more than one business without being handed a ready-made playbook.
- AI Mindset: Genuinely open to exploring and adopting AI in how we work, even without direct experience.
- Clear Communication: Able to explain systems or data points clearly to someone who has never looked at the detail before.

Extra Credit

- Background in strategy consulting or another broad, generalist commercial role
- Experience working across multiple business units or brands, ideally inside a group that's grown through acquisition
- Hands-on experience with CRM platforms such as Monday.com & Simpro
- Experience in home services, energy, renewables or another regulated consumer sector
- Experience designing customer journeys or communications within a business regulated by the Financial Conduct Authority
- Experience running a software selection process from scratch, from the initial business case through to choosing a vendor and getting it live
- Experience exploring, testing or deploying AI tools within customer journeys, CRM or business systems
- Training or a qualification in process mapping, change management or product management

Our Recruitment Process

- Initial Call: Start with an introductory call with our Talent Acquisition team to discuss the role and your potential fit (30 mins)
- Skills-Based Interview: A detailed discussion about your experience mapping processes, working with data and managing stakeholders, with the hiring manager (1 hour)
- Task Stage: Present a task to our Commercial and Technology stakeholders (1 hour)
- Values Interview: A Values Based Interview with 2 employees, typically stakeholders you'll work with (40 mins)
- Final Interview: For certain positions there may be a final interview with a member of senior management or our senior leadership team (30 mins)

Perks of the job

We have an ever expanding list of benefits that currently includes:

- 25 days holiday plus bank holidays and your birthday
- Hybrid working, based at our London office
- Free boiler & home emergency cover with Hometree plus 40% discount for friends & family
- Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness and nutrition apps
- £300 Home office allowance
- Support for your mental health and wellbeing via Oliva
- Menopause support from Stella, including friends & family access
- Cycle to work scheme
- Regular team socials including Summer and Winter parties

FCA Code of Conduct

At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority. We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.

As a prospective member of our team, you will be expected to fully embrace and adhere to the Financial Conduct Authority Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.

We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between.