About the role

Great Britain's electricity system is undergoing an ambitious, exciting and vital transformation. Together with industry, we are creating a cleaner, greener system, one that protects the planet and serves generations to come.

Being part of the Customer Transformation team in the ESO, this role is to support their improvement in our Customer Experience across the ESO. As a Customer Experience partner, you’ll proactively support our teams to increase customer satisfaction, by ensuring interactions meet customer needs and objectives over the life of the relationship. You’ll do this by understanding our customers, supporting our teams understand their user journeys, and improving Customer Experience capability across the ESO.

You will support the business as we increase knowledge of our customers and consider the impact we have on them. You will identify and support the improvement of the experience for our customers through their customer journeys. Building trust and transparency across our whole business. You will be responsible for implementing and managing relationships with key internal stakeholders. You will provide support to other members of the team, continuously look for innovative ideas of improving the Customer Experience.

This role can be based from Wokingham or Warwick, and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

About us

At National Grid ESO, our mission is to meet the challenges of the future and deliver cleaner, affordable electricity. We constantly strive to do this better by using technology and innovation to transform the way we work.

Becoming the Future System Operator

In 2021, government and Ofgem jointly consulted on proposals for an expert, impartial Future System Operator (FSO) with responsibilities across both the electricity and gas systems, to drive progress towards net zero while maintaining energy security and minimising costs for consumers. In October 2023, the Energy Act 2023 was passed, legislating for this Future System Operator to be created.

The ESO, including all of its existing roles, will be at the heart of the new Future System Operator. We will be taking on additional roles across vectors and sectors to create an organisation with a whole energy system mindset; enabling us to identify solutions to our energy system that are more sustainable, secure, and affordable for all.

The FSO will be set up as a public corporation with operational independence from government – bringing parties together to support optimised decision making and action. As now, it will be licenced and regulated by Ofgem through price control agreements. It is anticipated that the new organisation will be up and running in 2024.

The time to act on climate change is now. As part of our team, you won’t just be touching the lives of almost everyone in Great Britain – you’ll be shaping the way we use and consume energy for generations to come.

Key Accountabilities

• Develop an understanding of our customers pain points to support the business on improving their customer journeys
• Facilitate customer journey improvements, engaging with customers and internal ESO colleagues to developing solutions that meet the customer’s requirements.
• Target and improve the end-to-end Customer Experience and reduce customer pain points across the ESO.
• Support the delivery of our Customer Experience strategy
• Supporting the improvements in customer, stakeholder, and consumer capability skills.

About you

What we do isn’t just important – it’s essential. That’s why we look to recruit experts in their field. In this case, we’re looking for someone who:

• Previous experience in a Customer Experience role.
• Strong knowledge of customer and journey improvement programme construction and experience in defining and delivering effective journey design, journey improvement programmes and tracking against KPIs
• Strong experience in understanding customer needs, behaviours and requirements. And the expert ability to decipher the ‘big’ picture from multiple data sources into actionable insight, resulting in impactful conclusions and tangible customer outcomes
• Excellent communication skills, and ability to convey effective recommendations through written and verbal methods to senior stakeholders and leadership teams

What you'll get

A competitive salary between £45,000 - £50,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus based on company performance, 26 days annual leave as standard and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.

More Information

This role closes on the 31st January 2024 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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