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Copyright © 2025
Copyright © 2025
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Job Introduction
We have an exciting opportunity for a Customer Journey Project Manager based at Castle Donington.
We are looking for a highly organised and customer-focused Customer Journey Project Manager to join our team and support the transformation of customer experiences across our electricity distribution services. Working alongside Customer Journey Improvement Leads, you will manage the delivery of initiatives that enhance how customers interact with us—whether during planned outages, fault resolution, new connections, or vulnerable customer support.
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 ensure customer journey improvements are embedded consistently and sustainably across the business
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
Deliver Customer Journey Projects
Translate Insights into Action
Drive Cross-Functional Collaboration
Champion Customer-Centric Design
Ensure Regulatory Compliance
Manage Risk and Performance
Embed Continuous Improvement
Typical Outputs
Ideal Candidate
You will have proven experience in project management, ideally within a regulated utility or infrastructure environment. A strong understanding of customer journey mapping, service design, and continuous improvement. You will have excellent communication and stakeholder management skills along with familiarity with DNO operations and regulatory frameworks (Ofgem, RIIO-ED2).
Proficient in in project management tools such as MS Project, Jira or equivalent with a relevant qualification in PRINCE2, AgilePM, or APM PMQ.
Along with the above requirements it wil be beneficial if you have:
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 £69,000, you will also benefit from: