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- Tasks: Lead customer experience improvement initiatives and enhance the customer journey.
- Company: Join NESO, a key player in transforming Great Britain's energy system for a sustainable future.
- Benefits: Enjoy hybrid working, competitive salary, bonus, 26 days leave, and a generous pension scheme.
- Why this job: Be part of a mission-driven team focused on creating a cleaner, greener energy future.
- Qualifications: Experience in customer experience design and understanding of regulatory frameworks is essential.
- Other info: Flexible working arrangements available; diverse and inclusive workplace culture.
The predicted salary is between 44000 - 52000 £ per year.
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Join to apply for the Customer Improvement Lead – NESO role at National Energy System Operator
Title: Customer Improvement Lead – NESO
Location:
Warwick, GB, CV34 6DA
Division: NESO Customer
Job Type: Full Time
Requisition Number: 68994
Department: ESO
Job Function: Customer Experience and Marketing
Description:
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.
This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.
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.
Join us, and let’s energise progress.
energy, our future, together.
About The National Energy System Operator (NESO)
In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.
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
This role closes on 31st August 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. Interviews will be held 2nd or 3rd week in September
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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Customer Improvement Lead - NESO employer: National Energy System Operator
Contact Detail:
National Energy System Operator Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Improvement Lead - NESO
✨Tip Number 1
Familiarise yourself with the National Energy System Operator's mission and values. Understanding their commitment to a cleaner, sustainable energy future will help you align your responses during interviews and demonstrate your passion for the role.
✨Tip Number 2
Network with current or former employees of NESO on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your application process.
✨Tip Number 3
Stay updated on the latest trends and regulations in customer experience within the energy sector. Being knowledgeable about Ofgem standards and other regulatory frameworks will position you as a well-informed candidate who understands the industry's challenges.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully led customer improvement initiatives in the past. Highlighting measurable outcomes from your previous roles will showcase your ability to drive change and improve customer satisfaction, making you a strong contender for the position.
We think you need these skills to ace Customer Improvement Lead - NESO
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements for the Customer Improvement Lead position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Relevant Experience: Emphasise your experience in customer experience design, service design, or process improvement, especially in regulated industries. Use specific examples to demonstrate your expertise in driving customer satisfaction and operational performance.
Showcase Your Skills: Make sure to mention your proficiency in data analysis and visualisation tools, as well as any experience with methodologies like Lean or Agile. This will show that you have the technical skills necessary for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only expresses your enthusiasm for the role but also outlines your vision for enhancing customer experience at NESO. Be sure to include how you would approach the challenges mentioned in the job description.
How to prepare for a job interview at National Energy System Operator
✨Understand the Role and Company
Before your interview, make sure you thoroughly understand the Customer Improvement Lead role and the mission of the National Energy System Operator. Familiarise yourself with their recent projects and how they aim to transform the energy sector. This will help you tailor your responses and show genuine interest.
✨Showcase Your CX Expertise
Prepare to discuss your experience in customer experience design and process improvement. Be ready to provide specific examples of how you've used customer feedback and data analytics to drive improvements in previous roles. Highlight any familiarity with regulatory frameworks like Ofgem and GDPR.
✨Demonstrate Problem-Solving Skills
The role requires strong analytical and problem-solving skills. Prepare to discuss challenges you've faced in past positions and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Emphasise Collaboration and Communication
As a Customer Improvement Lead, you'll need to work closely with various teams. Be prepared to discuss your experience in facilitating workshops and collaborating across departments. Highlight your communication skills and how you've engaged stakeholders in previous projects.
