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Job Introduction
We have two exciting opportunities for a Customer Journey Manager based at Castle Donington.
We’re looking for a someone who is customer-focused, analytical and results-driven to lead the design, optimisation, and continuous improvement of our end-to-end customer journeys. This pivotal role will ensure every interaction - across both digital and physical touchpoints - is efficient and enhances satisfaction for National Grid’s Electricity Distribution customers.
Reporting to the Head of Customer Experience, you’ll work cross-functionally to identify pain points, develop innovative solutions and implement initiatives that improve customer satisfaction and key performance measures. This strategic position requires a strong blend of customer insight, service design expertise, stakeholder engagement and regulatory understanding.
You will also play a key role in aligning customer experience initiatives with Ofgem regulatory requirements, 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 & Service Design
Process & Service Improvement
Change Management & Implementation
Strategic Leadership
Ideal Candidate
To succeed in this role, you’ll need a proven track record of leading customer journey improvement initiatives that have delivered measurable impact.
You should be confident using journey mapping, customer research and data analysis tools such as Power BI, Qualtrics, Miro, and Excel. Certification in Lean Six Sigma, CXPA, or Design Thinking would be a strong advantage.
Ideally, you’ll hold a degree in Business, Marketing, Psychology, Service Design or a related field - though a Master’s degree would be an added bonus.
An understanding of the UK energy sector, including DNO operations and regulatory frameworks such as Ofgem, RIIO-ED2, GSOP and the Priority Services Register (PSR) would also be highly beneficial.
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 £63,000, you will also benefit from: