Head of Customer Oversight & Experience at National Energy System Operator in Warwick, England, United Kingdom | GBP80,000-90,000 | Kablio

Role

Description

cx standards

journey design

trust index

insight framework

scorecards

analytics

Define and evolve customer experience standards and journey expectations to drive continuous improvement and ensure adherence to governance.
Support functions and embedded CX managers in designing, sequencing, and improving journeys, while monitoring compliance and performance.
Lead and evolve the trust index, enterprise scorecards, and oversight processes, linking metrics to predictive analytics and forward-looking measures.
Own and evolve the customer insight framework, integrating multiple data streams to provide predictive, actionable intelligence and governance oversight.
Build and develop the central CX, insight, and oversight team, while promoting capability, customer literacy and a culture of accountability across local teams.
Translate insight into decisions and cross-functional action, ensuring consistent standards and accountability across the organisation.
Track outcomes, improvements, and emerging issues, guiding organisational decision-making and ensuring cross-functional alignment.

Requirements

energy

senior

customer insight

influencing

data insight

transformation

Energy sector experience desirable.
Senior expertise in customer insight, experience, service design, or related fields.
Strong influencing and facilitation skills, able to align stakeholders and engage senior leaders with impact to influence and drive change.
Ability to turn complex data and insight into actionable, business-focused recommendations.
Skilled at developing high-performing teams and embedding sustainable change
Experienced in leading transformation, building standards, and adapting models to complex, legacy environments.

Benefits

Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded with a mission to ensure the energy system operates efficiently and reliably.
Specializes in managing the balance between energy supply and demand across a wide network.
Focuses on integrating renewable energy sources like wind and solar into the grid.
Has played a pivotal role in modernizing infrastructure to meet growing energy needs.
Committed to providing secure energy services while minimizing environmental impacts.
Works closely with stakeholders in the energy, transport, and utilities sectors.
Supports government and private sector projects with a focus on energy sustainability.
Has successfully managed several large-scale projects to upgrade energy transmission systems.
A leader in adapting energy infrastructure to accommodate the future needs of smart grids.

Culture + Values

Clean Power
Decarbonised Energy
Consumer Value
Customer Centricity
Digital Mindset
People Value
"We will show up openly and consistently, ensuring our actions and decisions are seen as informed, considered and balanced."
"We are committed to being inclusive and nurturing talent from all backgrounds, creating a deep sense of belonging across the organisation."

Environment + Sustainability

50% Renewable

Electricity from renewables

In 2024, half of Great Britain's electricity was generated from renewable sources.

UK Coal Phaseout

First G7 country coal-free

The UK became the first G7 country to completely phase out coal power in 2024.

Net Zero – enabling the government to deliver on its legally binding emissions targets.
Conducting Strategic Environmental Assessments, Habitats Regulations Assessment and Marine Conservation Zone Assessment for future network plans (ongoing over next 12 months).
Pathway to 2030 and Beyond 2030 holistically coordinates offshore electricity generation network planning.
Developing Clean Power 2030 pathways, balancing services reform, zero carbon operation and connections reform under the Clean Power priority.
Strategic Planning includes safeguarding the environment while ensuring system resilience and consumer benefits in regional and whole-system energy plans.

Inclusion & Diversity

Member of Inclusive Employers to embed inclusive practices and provide resources, expert advice and events.
Partnered with Disability Confident to improve recruitment, retention and development for colleagues with disabilities.
We believe our people perform at their best when they can be their true selves… only by embracing diversity, and being a truly inclusive organisation, can we accelerate the delivery of a zero‑carbon energy system.
Explicit commitment to fair representation of all demographics among employees.

Articles

Home

Careers

About Us

Role

Description

cx standards

journey design

trust index

insight framework

scorecards

analytics

Define and evolve customer experience standards and journey expectations to drive continuous improvement and ensure adherence to governance.
Support functions and embedded CX managers in designing, sequencing, and improving journeys, while monitoring compliance and performance.
Lead and evolve the trust index, enterprise scorecards, and oversight processes, linking metrics to predictive analytics and forward-looking measures.
Own and evolve the customer insight framework, integrating multiple data streams to provide predictive, actionable intelligence and governance oversight.
Build and develop the central CX, insight, and oversight team, while promoting capability, customer literacy and a culture of accountability across local teams.
Translate insight into decisions and cross-functional action, ensuring consistent standards and accountability across the organisation.
Track outcomes, improvements, and emerging issues, guiding organisational decision-making and ensuring cross-functional alignment.

Requirements

energy

senior

customer insight

influencing

data insight

transformation

Energy sector experience desirable.
Senior expertise in customer insight, experience, service design, or related fields.
Strong influencing and facilitation skills, able to align stakeholders and engage senior leaders with impact to influence and drive change.
Ability to turn complex data and insight into actionable, business-focused recommendations.
Skilled at developing high-performing teams and embedding sustainable change
Experienced in leading transformation, building standards, and adapting models to complex, legacy environments.

Benefits

Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded with a mission to ensure the energy system operates efficiently and reliably.
Specializes in managing the balance between energy supply and demand across a wide network.
Focuses on integrating renewable energy sources like wind and solar into the grid.
Has played a pivotal role in modernizing infrastructure to meet growing energy needs.
Committed to providing secure energy services while minimizing environmental impacts.
Works closely with stakeholders in the energy, transport, and utilities sectors.
Supports government and private sector projects with a focus on energy sustainability.
Has successfully managed several large-scale projects to upgrade energy transmission systems.
A leader in adapting energy infrastructure to accommodate the future needs of smart grids.

Culture + Values

Clean Power
Decarbonised Energy
Consumer Value
Customer Centricity
Digital Mindset
People Value
"We will show up openly and consistently, ensuring our actions and decisions are seen as informed, considered and balanced."
"We are committed to being inclusive and nurturing talent from all backgrounds, creating a deep sense of belonging across the organisation."

Environment + Sustainability

50% Renewable

Electricity from renewables

In 2024, half of Great Britain's electricity was generated from renewable sources.

UK Coal Phaseout

First G7 country coal-free

The UK became the first G7 country to completely phase out coal power in 2024.

Net Zero – enabling the government to deliver on its legally binding emissions targets.
Conducting Strategic Environmental Assessments, Habitats Regulations Assessment and Marine Conservation Zone Assessment for future network plans (ongoing over next 12 months).
Pathway to 2030 and Beyond 2030 holistically coordinates offshore electricity generation network planning.
Developing Clean Power 2030 pathways, balancing services reform, zero carbon operation and connections reform under the Clean Power priority.
Strategic Planning includes safeguarding the environment while ensuring system resilience and consumer benefits in regional and whole-system energy plans.

Inclusion & Diversity

Member of Inclusive Employers to embed inclusive practices and provide resources, expert advice and events.
Partnered with Disability Confident to improve recruitment, retention and development for colleagues with disabilities.
We believe our people perform at their best when they can be their true selves… only by embracing diversity, and being a truly inclusive organisation, can we accelerate the delivery of a zero‑carbon energy system.
Explicit commitment to fair representation of all demographics among employees.

Articles

Home

Careers

About Us