We are looking for a Customer Transformation Programme Director to define, establish, lead, measure and report upon the customer transformation programme through which National Grid Electricity Distribution (NGED) will deliver its ambition to become #1 DNO, increase BMCS scores to 9.3 by the end of ED2, change its approach to the governance, measurement and management of customer experience, significantly improve the culture of NGED and prepare the organisation for the delivery of the customer elements of ED3.
This is a high-profile role, and the successful candidate will make a significant impact across NGED, National Grid and the sector. You will be passionate about customer excellence, have ambition to play a key role in the UK’s shift to net zero carbon, highly experienced in leading and delivering customer insights to steer businesses, and skilled in stakeholder management.
Reporting to the Director of Customer Excellence and working closely with NGED’s President’s office, plus NGED’s Operational Directors this role holder is the Customer Experience and strategy leader for NGED. They are responsible for developing the Customer strategy for and delivery of NGED’s Customer improvement and channel strategies. This strategically critical role leads NGED in:
- Action to achieve the incentives, which directly impacts NGED’s reputation and financial performance (£15m+).
- Executive-led insight-driven strategic decision making, and operations transformation.
- Channel optimization driving efficiency for NGED and simplicity for customers in ensuring the customer engages via their preferred channel enabled by streamlined operational processes.
The team is based in Castle Donington but we can offer flexibility to be based from offices within our licence areas of West Midlands, East Midlands, South West or Wales.