Head of Customer

The Head of Customer will be responsible for setting and executing the customer strategy across National Gas, ensuring an exceptional and seamless experience throughout the customer journey.

This role encompasses leadership of customer service across multiple directorates, stakeholder management, including achieving advocacy for key policy and regulatory decisions from customers and stakeholders alike, digital engagement, and retention and growth strategies through customer intelligence, strategic relationships, and delivery of high customer performance.

Responsible for a customer‑centric culture across the organisation, ensuring services consistently meet or exceed expectations of the regulatory regime, existing and new customers while aligning with regulatory and operational targets.

Leading small to large teams, with direct and indirect management dependent on programmes of works. Establishing a clear, well‑sized and outcome‑minded customer strategy for National Gas business, and future business development opportunities, ensuring the effective delivery and embedding of the strategy delivery of connection growth and market share out performance, CSAT, NPS, and broader metric performance improvements.

Enabling new markets such as biomethane and data centres and optimising opportunities through leading innovative change programmes across the organisation such as connections reform. Responsible for ensuring services, policies, contracts, and ways of working in the business align to new needs of National Gas customers while delivering an efficient delivery cost aligned to regulatory and shareholder expectations.

Deliver best‑in‑class diversion and connections works in a competitive market, achieving reduced costs and time for activities aligned to customer expectations and delivering significant growth in these markets. Optimising OpEx and Cap Ex expenditure, with direct and indirect budgetary responsibility; prioritising commercial sensitivities including customer performance, strategic value, licence delivery and EBITDA benefit.

• Creation, approval, and execution of pragmatic, holistically informed, and variable to market customer strategy.
• Support development of corporate strategy change through market insight and real hand experience with government, regulators and market participants.
• Establish and nurture effective and collaborative internal relationships with key stakeholders and colleagues, developing and embedding a clear RACI and process across multiple disciplines to deliver optimised results effectively and efficiently. Focus areas with COO, NESO, Corporate Affairs and Strategy teams.
• Build, mentor, and lead a high‑performing, effective and efficient team. Set clear goals, provide coaching, monitor performance and drive individual development to ensure team success.
• Develop and lead the customer strategy aligned with the company’s mission, regulatory obligations, and growth objectives.
• Oversee the design and continuous improvement of end‑to‑end customer journeys, including onboarding, billing, issue resolution, and service changes.
• Lead and manage contracts team, ensuring high performance, cost efficiency, and consistent delivery of KPIs (e.g., response times, Net Promoter Score, complaints handling, regulatory performance, out performance of competitors).
• Collaborate with IT and digital teams to enhance digital self‑service channels and customer engagement platforms.
• Leverage customer data and feedback to drive decision‑making and personalise customer interactions.
• Ensure compliance with relevant regulations (e.g., Ofgem standards or equivalent where applicable), including dispute resolution.
• Act as the voice of the customer in executive forums, influencing business development, policy decisions, and business priorities. Ensuring embedded relationships through performance with stakeholders to enable insight and future advocacy and partnerships.
• Track and analyse key metrics to evaluate the effectiveness of customer strategy initiatives.
• Provide regular reports and insights to executive leadership on progress and outcomes.
• Develop strategic relationships with customers and…