Customer Improvement Lead - NESO

Overview

Lead CX improvement initiatives across NESO, enhancing customer experience and compliance.

Key Responsibilities

• journey mapping
• cx metrics
• lean methodology
• digital transformation
• regulatory compliance
• workshops

Tasks

-Facilitate workshops and cross-functional collaboration to embed a culture of continuous CX improvement across all NESO Directorates -Develop and maintain customer journey maps and service blueprints to visualise and optimise end-to-end experiences. -Advocate for the voice of the customer in strategic planning, business performance reviews, and directorate-level decision-making. -Lead the design and delivery of CX improvement initiatives across key customer touchpoints (e.g., onboarding, billing, service, complaints, Get help). -Support digital transformation projects with a focus on enhancing the customer experience and ensuring accessibility and inclusivity. -Use customer feedback, journey mapping, and data analytics to identify pain points and opportunities for improvement. -Monitor and report on CX metrics (e.g., CSAT, NPS, CES) and regulatory performance indicators to track progress and inform decision-making. -Lead strategic and tactical customer improvement programmes from insight to implementation, applying LEAN methodologies to deliver sustainable value and measurable outcomes. -Ensure all CX initiatives align with regulatory requirements (e.g., GDPR) and internal governance frameworks to mitigate risk and uphold compliance. -Collaborate with operational, digital, and compliance teams to implement customer-centric solutions that meet regulatory obligations (e.g., Ofgem standards).

Requirements

• excel
• power bi
• tableau
• lean
• six sigma
• agile

What You Bring

-Strong problem-solving and analytical skills. -Empathy-driven mindset with a passion for improving customer outcomes. -Excellent communication, facilitation, and stakeholder engagement skills. -Experience with Lean. Six Sigma, or Agile methodologies is a plus. -Significant experience in customer experience design, service design, or process improvement, ideally in a regulated industry. -Proven ability to develop and execute strategic CX plans that influence organisational direction and deliver long-term impact -Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau). -Experience with CX tools and methodologies (e.g., journey mapping, personas, service design). -Experience working in a regulated utility or energy company. -Strong understanding of regulatory frameworks (e.g., Ofgem, GDPR).

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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.

About National Energy System Operator

-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.

Sector Specialisms