Project Manager - Customer Excellence in England

About us

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 two Project Managers to join the Customer Excellence team at National Grid Electricity Distribution. In this role, you'll join a collaborative team of Business Change Project Managers and take ownership of a range of customer focused projects, reporting to the Head of Customer Transformation. As an experienced Project Manager, you'll lead the development, management and delivery of strategically important – and sometimes complex – projects and programmes that shape and improve our customer experience. You'll ensure each project is delivered to time, quality, budget and benefit expectations, while upholding and enhancing the reputation of National Grid Electricity Distribution. One role will support Customer Journey initiatives, and the other will work closely with our Contact Centre and Priority Service Register teams. These are not Technical/IT Project Manager roles.

The role is ideally based in Castle Donington, but we offer flexibility across our offices in the West Midlands, East Midlands, South West and Wales. We support hybrid working, with travel to Castle Donington once a week and the remaining days worked remotely.

What you will do

• Lead the definition, development, delivery and successful completion of high value, complex customer projects, ensuring they meet agreed time, budget, quality and benefit objectives.
• Develop, manage and maintain business cases and benefits plans in partnership with colleagues (e.g., Finance), undertaking regular cost and benefits realisation reviews throughout the project lifecycle.
• Identify, assess and manage opportunities, risks and issues to ensure delivery of all agreed outputs and outcomes.
• Ensure all project milestones are achieved or exceeded.
• Provide strong project governance and control by monitoring, tracking and reporting on performance and progress.
• Produce clear, robust project reporting tailored to the needs of key stakeholders.
• Deliver accurate project status updates, including financial forecasting, performance metrics, milestone progress and risk management information.
• Coordinate and integrate the activities of multiple projects to ensure cohesive, consistent and effective delivery aligned with National Grid's vision, goals and strategic priorities.
• Create and implement structured project management plans and visible plans on a page that support and communicate project objectives.
• Build strong, collaborative stakeholder relationships at all levels; advocate for project objectives and develop stakeholder maps and communication plans.
• Conduct impact assessments to understand how changes affect people, processes and technology.
• Support and deliver clear, targeted communications to help stakeholders understand project updates and build shared narratives that encourage engagement and buy in.
• Work with teams and stakeholders to map As Is and To Be processes, identify gaps or inefficiencies, and recommend improvements to streamline workflows.
• Implement governance structures to monitor progress and provide regular updates to senior leadership on change initiatives.
• Identify potential resistance to change early and develop mitigation strategies to support smooth adoption, working through business readiness checklists and ensuring change is embedded and sustained within the business.
• Establish feedback mechanisms to review project progress and inform continuous improvement.
• Capture and use lessons learned at project initiation and closure to drive learning and improve future delivery.
• Drive customer and stakeholder satisfaction through proactive engagement.
• Work within a matrix Customer organisation for the benefit of the Programme and Teams.

About you

• Significant, proven experience in project and/or programme management within a customer service or customer experience focussed environment.
• Experience operating at a senior level within a customer facing organisation, ideally within the energy sector.
• Experience leading business change and business improvement initiatives within a complex organisation, programme or project environment (Change Management experience is an advantage).
• Proven experience delivering projects using traditional Waterfall methodologies, with the ability to operate effectively within an Agile environment – understanding how to adapt ways of working, collaborate across iterative delivery cycles and bridge both approaches where required.
• A strong track record of leading large and complex programmes, enabling project teams to work innovatively, effectively and efficiently.
• The ability to thrive in a fast paced, ever evolving environment. You'll be resilient, proactive, and skilled at prioritising and managing your own workload – especially when unexpected challenges arise.
• Exceptional interpersonal and communication skills, with the ability to lead, influence and motivate large, dispersed teams and secure buy in from wider operational groups.
• Strong collaboration skills – you understand that successful project delivery relies on great teamwork.
• A thoughtful, community minded approach to decision making, considering both business outcomes and the wider impact on local communities.
• Experience working in customer management roles, with the ability to influence peers, senior leaders and partner organisations within the customer space.
• Strong relationship management skills, with experience driving commercial value, performance and return on investment.
• Great experience in developing and managing business cases, benefits plans and benefits realisation.
• A recognised project management qualification (or working towards one).
• Experience working with Customer Journey initiatives and/or Contact Centres would be an advantage.

What we can offer you

• A competitive salary of £62,000 – £75,000 dependent on experience.
• Annual performance incentive of up to 30% of eligible earnings.
• 28 days annual leave, plus eight statutory days in addition to the option to buy additional or sell holiday days every year.
• A generous contributory pension scheme – we will double match your contribution to a maximum company contribution of 12%.
• Employer funding towards a portion of your private medical insurance.
• Life Insurance 10 x base salary.
• Financial support to help cover the cost of professional membership subscriptions.
• Family care benefits including a back‑up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days).
• Access to apps which support health, fitness and wellbeing.
• Career development, ongoing training and support, career progression and plenty of opportunity to progress!

Further information

This role closes on 01 February 2026, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. National Grid's recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points‑based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points‑based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.

At National Grid, 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. Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.