Head of Customer Experience

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.

As a 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, strengths 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.

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.

• 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.

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.

• 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.

We're looking for a strategic leader with a strong track record of delivering customer-focused transformation in complex organisations.

• 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…