Elexon
Director of Customer Delivery and Operational Excellence
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Join Elexon as Director of Customer Delivery & Operational Excellence
Drive customer-focused transformation, performance and service improvement at scale.
Role Overview
We have an exciting opportunity for a Director of Customer Delivery and Operational Excellence to join our Operations Directorate. This is a strategic leadership role with enterprise-wide responsibility for customer experience, operational excellence, performance and delivery, ensuring Elexon remains resilient, efficient and equipped to meet the evolving needs of our customers and the wider energy market.
You’ll lead Customer Delivery and Operational Excellence, acting as the voice of the customer across Elexon and ensuring customer insight shapes strategy, priorities, transformation and delivery. You’ll also lead the operationalisation of our strategy across the Operations Directorate, bringing together business planning, portfolio management, programme assurance, performance insight, risk and operational excellence to ensure we deliver effectively today while preparing for future demand.
Key Responsibilities
- Provide executive leadership and enterprise accountability for Customer Experience, ensuring CRM and Digital Operations have the influence and support required to shape strategy, priorities and delivery.
- Own Elexon’s enterprise-wide customer plan, using customer insight and future needs to shape priorities, performance and delivery.
- Set and embed customer principles across the organisation, ensuring customer experience remains central to decision-making and delivery.
- Develop, lead and embed Operational Excellence across the Operations Directorate, establishing clear accountabilities and ways of working that support growth, resilience, efficiency and effective delivery.
- Drive innovation and continual improvement, developing an Operational Excellence programme that improves customer outcomes and supports Elexon’s ability to scale.
- Own operational and enterprise-wide KPIs, translating performance insight into targeted interventions and clear reporting for the Executive Team, Board and external requirements.
- Provide oversight of service and data governance across Operations, ensuring compliance and continual improvement.
- Coordinate business planning across the Operations Directorate, creating a single, joined-up view of priorities, resources, capacity and accountability.
- Ensure Elexon is prepared for future demand by understanding capacity, architecture and customer experience requirements ahead of market need.
- Provide programme assurance, acting as an independent critical friend and ensuring clear visibility of performance, delivery, risks and mitigations.
- Lead portfolio management and prioritisation, providing the governance, insight and capacity view needed to support investment and delivery decisions.
- Establish robust governance for operational risks and opportunities, ensuring they are identified, managed and escalated effectively.
- Support and shape Operations communications, ensuring clear and timely messaging on performance, priorities, change and customer impacts.
- Own the function’s budget, including revenue and cost, and establish a clear understanding of cost to serve to support future prioritisation and decision-making.
- Provide strategic leadership across the Operations Directorate, promoting effective communication, accountability and delivery within a high-challenge, high-support environment.
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Requirements
- Substantial strategic leadership experience, with a proven track record of shaping and optimising major programmes and operational delivery.
- A strong customer mindset, with the ability to embed customer needs and insight into organisational priorities and decision-making.
- Operational excellence expertise, with a focus on resilient, efficient and continually improving services.
- Strong influencing and senior stakeholder management skills, with the confidence to provide constructive challenge.
- Demonstrable experience of driving successful delivery and embedding continual improvement.
- Strong analytical and data interpretation skills, with the ability to turn insight into practical actions and measurable improvements.
- The ability to move effectively between strategic priorities and operational delivery.
- Strong forecasting capability across resources, budgets and timelines.
- Strong governance experience, with an understanding of risk, performance and organisational accountability.
- Excellent written and verbal communication skills.
- Strong people leadership and management experience, with an inclusive and collaborative approach.
- Experience within the energy industry or large-scale technical programmes would be an advantage.
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Benefits
- Competitive salary
- Excellent benefits including bonus, private medical insurance and generous pension scheme
- The opportunity to work within a thriving organisation which can support your growth and development
- We operate a hybrid working approach with 2 days in our London office
Our Culture
We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!
At Elexon, we want to:
- Provide true equality of opportunity
- Attract and retain diverse talent
- Listen to all voices
- Be representative of the communities we work in
- Be a role model for Diversity and Inclusion in the industry
Elexon together, embracing differences, listening to all voices
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