Customer Journey Communications Manager

Job Introduction

We have an exciting opportunity for a Customer Journey Communications Manager based at Castle Donington.

We are looking for a strategic and customer-focused communications professional to lead the development and delivery of clear, inclusive, and timely messaging across the entire customer journey at National Grid Electricity Distribution (NGED). This role is central to ensuring our customers receive the right information at the right time—whether during planned works, power cuts, or when accessing support services.

You will be responsible for improving how we communicate across key channels including IVR, SMS, and web, ensuring consistency, accessibility, and alignment with our regulatory obligations and customer expectations

Reporting to the Head of Customer Experience, this role is critical to ensuring that our customer journeys are efficient, empathetic, and a key part of the role is driving engagement and collaboration across departments to support the delivery of seamless customer experiences.

You will play a key role in aligning customer experience initiatives with regulatory obligations under Ofgem, including the Consumer Vulnerability Strategy, Guaranteed Standards of Performance (GSOP), and RIIO-ED2 outcomes.

As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.

Main Responsibilities

Customer Journey Mapping

• Lead the mapping and analysis of customer journeys to identify key communication touchpoints and opportunities for improvement.

Multi-Channel Communications Strategy

• Develop and implement strategies to enhance customer communications across IVR, SMS, web, email, and social media, ensuring consistency and accessibility.

Operational & Incident Communications

• Coordinate customer messaging during planned and unplanned power interruptions, ensuring timely and accurate updates across all platforms.

Content Development

• Create and manage customer-facing content that is clear, inclusive, and aligned with NGED’s tone of voice and regulatory standards.

Stakeholder Collaboration

• Work closely with operational teams, digital services, regulatory affairs, and customer service to ensure communications are aligned and effective.

Customer Insight & Feedback

• Use customer feedback, complaints data, and satisfaction metrics to continuously improve communication strategies and content.

Regulatory Compliance

• Ensure all communications meet Ofgem requirements, including obligations related to the Priority Services Register (PSR) and vulnerable customers.

Ideal Candidate

To succeed in this role, you’ll need a proven track record in customer communications, customer experience or marketing within a regulated or customer-focused environment. You will have excellent written and verbal communication skills along with experience of managing communications during operational incidents or service disruptions. Be able to build good working relationships with stakeholder engagement and cross-functional collaboration skills.

You will have a strong understanding of customer journey mapping and service design with a proven ability to improve and manage communications across IVR, SMS, and web platforms.

Familiarity with UK energy sector regulations, particularly Ofgem standards and PSR obligations.

Along with the above skills and experience it wil be beneficial if you have:

• Degree in Communications, Marketing, Business, or a related field.
• Experience in the energy or utilities sector, ideally within a DNO
• Knowledge of inclusive communication practices and behavioural science

Travel to other locations on an occasional basis forms part of the role and therefore holding a UK driving licence will be beneficial.

National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.

About Us

We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.

National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.

Benefits

Joining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary of circa £67,000, you will also benefit from:

• Annual performance related bonus
• 28 days Annual Leave plus 8 Bank Holidays
• Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
• Annual Share Save plan
• Contributory healthcare for you and your family
• Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services
• Free on-site parking at all our main sites