Customer Insights Manager

The Customer Insight Manager is accountable for developing, integrating and leading National Grid Electricity Transmission's (NGET) enterprise-wide customer intelligence capability. This role provides senior leaders with a clear, evidence-based and forward-looking view of how NGET is experienced by its customers, where risks to trust, effort and reputation are emerging, and what these signals mean for strategic and operational decision-making. The role brings together insight signals from operational performance, CRM data, customer engagement, stakeholder feedback, research and external market intelligence to create coherent strategic narratives that explain what is happening, why it matters and what needs attention. A critical emphasis of this role is storytelling: translating complex insight and analytics into compelling intelligence that enables executives to understand external sentiment, anticipate risk and act with confidence.

Responsibilities

• Own and maintain a consolidated, enterprise view of customer experience, sentiment and trust across all customer sectors.
• Develop a clear, enduring Voice of the Customer framework that integrates qualitative and quantitative insight across the customer lifecycle.
• Identify emerging themes, pressures, systemic issues and early warning signals that indicate risk to customer confidence, reputation or delivery outcomes.
• Ensure senior leaders have clear line of sight from operational activity to customer impact.
• Act as the primary interpreter and storyteller of customer intelligence for senior leaders.
• Translate complex analytics, data sets and insight outputs into clear, concise and compelling narratives that support decision-making at executive, regulator and industry level.
• Produce high-impact executive intelligence packs, briefings and narratives focused on customer sentiment and trust indicators, emerging risks and vulnerabilities, market and sector-specific intelligence, and strategic implications and options.
• Support leaders to communicate confidently and consistently with regulators, customers, government and industry, underpinned by robust intelligence.
• Bring together insight from operational performance and service delivery, CRM and customer contact data, targeted customer engagement and research, stakeholder and industry feedback, and external benchmarks and market intelligence.
• Identify patterns, trends and correlations across data sources that are not visible in isolation.
• Ensure intelligence reflects the full external picture, rather than siloed functional views.
• Set the long-term vision for NGET's customer insight and analytics capability.
• Lead the development of predictive and forward-looking analytics and early-warning indicators for trust and confidence.
• Improve methods for sentiment and experience measurement.
• Sponsor the creation of a single, accessible interface for customer and business insight, enabling consistent use of intelligence across the organisation.
• Establish standards for insight quality, governance, assurance and ethical use of customer data.
• Provide leadership and direction to the customer strategy & insights team, building professional capability and analytical maturity.
• Work closely with teams responsible for stakeholder and customer engagement, operational delivery, strategy, digital and transformation programmes.
• Ensure insight actively informs organisational priorities, investment choices and change agendas.
• Act as a trusted partner to senior leaders, influencing without direct authority.

Qualifications

• Extensive experience leading customer insight, intelligence or analytics functions in complex, regulated or infrastructure-led organisations.
• Proven ability to synthesise complex information into strategic narratives that influence senior decision-makers.
• Strong background in customer analytics, research and insight methodologies, both qualitative and quantitative.
• Experience developing forward-looking and predictive insight to support risk identification and strategic planning.
• Demonstrated success working across organisational boundaries in a matrix environment.

Commercial & Strategic Application

• Demonstrated ability to translate complex insight into clear, strategic and commercially relevant recommendations.
• Strong understanding of how insight informs investment prioritisation, regulatory outcomes and transformation delivery.
• Experience influencing senior-leader level decision-making.

Stakeholder Leadership

• Strong stakeholder management skills, with confidence influencing senior leaders.
• Exceptional communication, facilitation and influencing skills.
• Ability to simplify complexity and provide strategic clarity.

Benefits

A competitive salary ranging from £70,000 to £84,000, dependent on capability. In addition, a bonus of up to 30% of salary for stretch performance, a competitive contributory pension scheme with company matching up to 12%, and flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, employee assistance lines and matched charity giving.

Equal Employment Opportunity

National Grid is committed to building a diverse and inclusive workforce. All employment decisions are made on the basis of qualifications, merit and business needs, without regard to race, nationality, gender, disability or any other protected characteristic. We welcome applicants from all backgrounds and offer flexible work arrangements wherever possible. Please note that, in most cases, National Grid is unable to offer sponsorship under the UK points-based immigration system. Applicants must have the legal right to work in the UK without requiring sponsorship.

Application deadline: 28th June (applications accepted prior to this date).