Customer Journey Manager in Cardiff

Recruitment Business Partner at National Grid National Grid Electricity Distribution (NGED) is the UK’s largest electricity distribution company, powering over 25 million customers through 8 million connections across South Wales, South West, West Midlands, and East Midlands. We’re investing £7.5 billion over the next five years to help deliver the UK’s net‑zero ambitions—creating capacity for 1.5 million electric vehicles and 600 000 heat pumps, while ensuring customers can connect to our network quickly and seamlessly. About The Role We’re looking for a customer‑focused, analytical, and results‑driven Customer Journey Manager to shape and optimise our end‑to‑end customer experiences. This pivotal role ensures every interaction—across digital and physical touchpoints—is seamless, efficient, and delivers exceptional satisfaction for National Grid Electricity Distribution customers. Reporting to the Head of Customer Experience, you’ll work cross‑functionally to identify friction points, design solutions, and implement initiatives that enhance customer satisfaction and improve key performance measures. This strategic position blends customer insight, service design, stakeholder engagement, and regulatory awareness, ensuring alignment with Ofgem obligations, 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 with approximately three days per week in the office. Ideally based in Bristol, Castle Donington, or Cardiff, we welcome applicants from across our licence areas. Travel to sites and depots will be required. What You Will Do Customer Journey Mapping