About the role
National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.
We are looking for a passionate and strategic Customer Experience (CX) Improvement Lead to lead and shape customer-centric transformation strategies across all NESO Directorates, embedding long-term improvements in customer experience and organisational performance.
This role will lead initiatives to enhance the end-to-end customer journey, ensuring compliance with regulatory standards while delivering exceptional service. The ideal candidate will blend customer insight, process improvement, and change management expertise to drive measurable improvements in customer satisfaction and operational performance.
About us
National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.
The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.
The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.
Key Accountabilities
- Lead the design and delivery of CX improvement initiatives across key customer touchpoints (e.g., onboarding, billing, service, complaints, Get help).
- Use customer feedback, journey mapping, and data analytics to identify pain points and opportunities for improvement.
- Collaborate with operational, digital, and compliance teams to implement customer-centric solutions that meet regulatory obligations (e.g., Ofgem standards).
- Lead strategic and tactical customer improvement programmes from insight to implementation, applying LEAN methodologies to deliver sustainable value and measurable outcomes.
- Develop and maintain customer journey maps and service blueprints to visualise and optimise end-to-end experiences.
- Monitor and report on CX metrics (e.g., CSAT, NPS, CES) and regulatory performance indicators to track progress and inform decision-making.
- Facilitate workshops and cross-functional collaboration to embed a culture of continuous CX improvement across all NESO Directorates
- Support digital transformation projects with a focus on enhancing the customer experience and ensuring accessibility and inclusivity.
- Ensure all CX initiatives align with regulatory requirements (e.g., GDPR) and internal governance frameworks to mitigate risk and uphold compliance.
- Advocate for the voice of the customer in strategic planning, business performance reviews, and directorate-level decision-making.
- Proven ability to develop and execute strategic CX plans that influence organisational direction and deliver long-term impact
About you
We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:
- Significant experience in customer experience design, service design, or process improvement, ideally in a regulated industry.
- Strong understanding of regulatory frameworks (e.g., Ofgem, GDPR).
- Experience with CX tools and methodologies (e.g., journey mapping, personas, service design).
- Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau).
- Excellent communication, facilitation, and stakeholder engagement skills.
- Experience with Lean. Six Sigma, or Agile methodologies is a plus.
- Empathy-driven mindset with a passion for improving customer outcomes.
- Strong problem-solving and analytical skills.
- Experience working in a regulated utility or energy company.
What you'll get
A competitive salary between £53,000 - £58,000pa – 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
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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