Iberdrola
Customer Experience and Insight Manager
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Customer Experience & Insights Manager
Location: HQ Glasgow
Salary + benefits: £55,200 - £69,000pa + annual bonus (up to 15%) + single cover healthcare with a strong benefits package, and our excellent pension scheme, where we’ll double match your contribution up to a company contribution of 10%.
Closing Date: 10th August 2026
Interviews: Week commencing 24th of August 2026
Help us create a better future, quicker
At SP Energy Networks, our customers are the spark that drive everything we do — their voices shape our decisions, their experiences guide our priorities, and their future inspires our ambition. We’re searching for a Customer Experience & Insights Manager who can harness the power of customer insight and performance data to create meaningful, lasting change. In this role, you’ll champion the customer at every turn, turning real stories and real feedback into action that transforms how we deliver energy to millions — today, tomorrow and far into the future.
What you’ll be doing
The Customer Experience & Performance Manager is a senior leadership role within the Customer Service Directorate, responsible for leading the Customer Experience and Reporting & Insight functions to provide a trusted view of operational performance across SPEN.
Reporting directly to the Head of Reporting, Performance & Insights, the postholder will ensure that customer feedback, operational performance and insight are translated into meaningful actions that improve customer outcomes, regulatory performance and operational excellence. They will champion the Voice of the Customer, embedding customer experience into decision-making and ensuring performance is understood through both data and operational reality.
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Leading teams across Customer Experience and Reporting & Insight, the postholder will work closely with operational teams across SPEN and contract partners to understand the true drivers of customer satisfaction and dissatisfaction. They will combine robust performance analysis with operational engagement to validate information, identify trends, challenge assumptions and uncover the root causes behind customer and business performance.
What you’ll bring
- A hands-on operational problem solver who is comfortable engaging directly with frontline teams and leaders alike.
- Ability to cut through noise and complexity, identify true root causes, and drive practical solutions that deliver tangible improvements in performance and customer satisfaction.
- Ability to challenge, investigate and influence across teams to remove barriers, resolve persistent issues, and ensure lasting outcomes are achieved.
- Strong operational awareness, exceptional attention to detail and the confidence to challenge constructively at all levels of the organisation.
- Ability to influence across functions, hold teams accountable for improvement, remove barriers to delivery and ensure actions are driven through to completion, creating lasting improvements in both customer experience and operational performance.
What’s in it for you
- Competitive salary reviewed annually.
- Pension scheme with double match on your contribution up to a company contribution of 10%.
- Additional benefits including:
- 36 days annual leave
- Holiday Purchase
- Share Schemes
- Payroll Giving and Charity Matched Funding
- Technology Vouchers
- Electric Vehicle Schemes
- Cycle to Work scheme and Public Transport Season Ticket Loans
- Healthcare benefit options including Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
- Life Assurance (4x salary)
- Access to Savesmart financial wellbeing support
- Shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more.
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Why SP Energy Networks
- Part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy.
- Keeps electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England.
- Operates over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system.
- Invests >£10 billion into our transmission network, directly supporting the rapid growth needed in renewable energy.
- Diverse opportunities across our businesses and a commitment to invest in our own internal talent.
- Inclusion, diversity, and a social purpose are at the heart of everything we do.
IMPORTANT
- Advert will close at 23:59 GMT the day before Job Posting End Date below.
- Mobility: Any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. The Company will support the employee with the necessary Immigration requirements if required.
Advert will close at 23:59 GMT the day before Job Posting End Date below
August-10-2026
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