natgridProd
Head of Customer Experience
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About Us
At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Head of Customer Experience to be part of a team that's driving forward the energy transition, creating a brighter, more sustainable future for all. Unleash your superpower and bring energy to life.
National Grid Electricity Transmission is enabling one of the largest infrastructure and energy transitions in the UK. As customer expectations evolve, connection volumes increase and investment in the electricity network accelerates, delivering an outstanding customer experience has become a strategic priority.
We're looking for a transformational leader to join us as Head of Customer Experience, leading the development and delivery of our customer experience strategy and helping to shape how we serve our customers now and in the future.
This position is based from our Warwick office however we offer flexible hybrid working options.
Job Purpose
As the Head of Customer Experience, you will lead enterprise-wide transformation, influencing how customer insight, service design, digital capability, operational performance and strategic investment come together to improve customer outcomes across National Grid Electricity Transmission.
This is a unique opportunity to play a pivotal role in shaping how one of the UK's most significant infrastructure organisations serves its customers, strengthens trust and delivers value for consumers, while helping enable the transition.
If you're passionate about transformation, customer outcomes and leading change at scale, we'd love to hear from you.
What You'll Do
As our Head of Customer Experience, you'll be responsible for driving customer-led transformation across the organisation, helping embed customer needs into decision making at every level.
You'll:
- Lead the development and delivery of NGET's customer experience strategy and transformation roadmap.
- Drive improvements across end-to-end customer journeys, making it easier for customers to interact with us and achieve their goals.
- Build and embed customer-centric ways of working across business units.
- Use customer insight, journey analytics and performance data to shape executive decision making and investment priorities.
- Establish governance, accountability and performance frameworks that drive measurable customer, business and regulatory outcomes.
- Lead and develop specialist teams spanning customer experience, service design and customer journey management.
- Work closely with senior executives and leaders across Customer, Operations, Delivery, Digital, Data and Transformation functions to deliver sustained change.
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Why This Role Is Different
Customer experience is a critical enabler of our business strategy.
This role sits at the centre of a significant customer transformation programme, helping to build new capabilities across customer insight, customer journeys, service design, governance, performance management, digital enablement and continuous improvement.
You'll have the opportunity to:
- Influence executive-level decisions.
- Lead organisation-wide transformation.
- Shape future customer and service strategies.
- Build new customer capabilities and ways of working.
- Improve outcomes for customers, stakeholders and society.
About You
We're looking for a strategic leader with a strong track record of delivering customer-focused transformation in complex organisations.
You'll likely bring:
- Significant experience leading customer transformation, service transformation, customer experience or service design programmes.
- Experience driving change across large, complex and matrixed organisations.
- Strong executive stakeholder management and influencing skills.
- Experience establishing performance frameworks, governance models and accountability mechanisms linked to customer outcomes.
- A strong understanding of customer insight, Voice of Customer, customer measurement and continuous improvement methodologies.
- Commercial awareness and the ability to balance customer, operational, financial and regulatory priorities.
Particularly valuable experience includes:
- Utilities, energy, infrastructure or regulated sectors.
- Customer technologies and digital transformation.
- Service design and journey management.
- Customer insight and performance management.
What You'll Get
A competitive salary between £90,000 – £116,000 dependent on capability
As well as your base salary, you will receive a company car or allowance, a bonus of up to 40% of your salary for stretch performance, and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, a salary sacrifice technology scheme, support via the employee assistance line, and matched charity giving to name a few.
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More Information
The closing date for this vacancy is 17th September. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.
In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers. At the heart of achieving these outcomes is the effective control and operation of our network.
To find out more about us, please follow the link below: https://www.nationalgrid.com/electricity-transmission/
DE & I statement
At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.
Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.
Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.
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