Customer Journey Manager

Recruitment Business Partner at National Grid

National Grid Electricity Distribution (NGED) is the UK’s largest electricity distribution company, powering over 25 million customers through 8 million connections across South Wales, South West, West Midlands, and East Midlands.

We’re investing £7.5 billion over the next five years to help deliver the UK’s net‑zero ambitions—creating capacity for 1.5 million electric vehicles and 600 000 heat pumps, while ensuring customers can connect to our network quickly and seamlessly.

We’re looking for a customer‑focused, analytical, and results‑driven Customer Journey Manager to shape and optimise our end‑to‑end customer experiences. This pivotal role ensures every interaction—across digital and physical touchpoints—is seamless, efficient, and delivers exceptional satisfaction for National Grid Electricity Distribution customers.

Reporting to the Head of Customer Experience, you’ll work cross‑functionally to identify friction points, design solutions, and implement initiatives that enhance customer satisfaction and improve key performance measures. This strategic position blends customer insight, service design, stakeholder engagement, and regulatory awareness, ensuring alignment with Ofgem obligations, including the Consumer Vulnerability Strategy, Guaranteed Standards of Performance (GSOP), and RIIO‑ED2 outcomes.

As part of our hybrid working approach, this role offers a mix of office and home working with approximately three days per week in the office. Ideally based in Bristol, Castle Donington, or Cardiff, we welcome applicants from across our licence areas. Travel to sites and depots will be required.

• Map and analyse end‑to‑end customer journeys across key services (e.g. power cuts, connections, Priority Services Register).
• Identify pain points, accessibility barriers, and opportunities for improvement—especially for customers with additional needs.
• Collaborate with digital, operational, and field teams to co‑design inclusive and efficient service experiences.

• Partner with field operations, customer service, and product teams to redesign processes that reduce friction and improve efficiency.
• Apply Lean, Six Sigma, or service design methodologies to streamline workflows and eliminate waste.
• Lead root cause analysis and continuous improvement workshops (e.g. Kaizen, Design Thinking sprints).

• Develop business cases for journey improvement initiatives, including ROI analysis and resource planning.
• Manage cross‑functional projects from ideation to implementation, ensuring alignment with strategic goals.
• Drive adoption of new processes, tools, and behaviours through training, communication, and stakeholder engagement.

• Contribute to the development of the overall customer experience strategy and roadmap.
• Serve as a subject matter expert and advocate for customer‑centric thinking across the organisation.
• Benchmark against industry best practices and emerging trends to keep the organisation at the forefront of CX innovation.

• Proven experience as a Customer Journey Manager (or similar role), with expertise in journey mapping and customer experience design—covering both physical and digital touchpoints.
• Demonstrated success in leading customer journey improvement initiatives with measurable impact, ideally within a complex organisation with distributed operations.
• Bachelor’s degree in Business, Marketing, Psychology, Service Design, or related field.
• Exceptional stakeholder management skills—able to build trust and influence across diverse teams, including field operations and contact centres.
• Certification in Lean Six Sigma, CXPA, or Design Thinking is desirable.
• Skilled at facilitating change collaboratively, involving people in the process and communicating the “why” behind improvements.
• Confident in gently challenging existing practices to uncover root causes and drive better outcomes.
• Comfortable working cross‑functionally, including with IT and digital teams, to deliver seamless solutions.
• Strong interpersonal and…