Customer Insights Manager in Warwick

About us At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Customer Insights Manager to be part of a team that is dedicated to ensuring NGET can anticipate and respond to the needs of its future, connecting, and connected customers. National Grid is hiring a Customer Insights Manager - This position is based from our Warwick office however we offer flexible hybrid working options.

Job Purpose 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. This is 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.

What You'll Do

• Voice of the Customer & Strategic Intelligence 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.
• Strategic Storytelling & Executive Narrative 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, Strategic implications and options. Support leaders to communicate confidently and consistently with regulators, customers, Government and industry, underpinned by robust intelligence.
• Insight Integration Bring together insight from: Operational performance and service delivery, CRM and customer contact data, Targeted customer engagement and research, Stakeholder and industry feedback, 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.
• Future Insight & Analytics Capability Set the long term vision for NGET's customer insight and analytics capability. Lead the development of: Predictive and forward looking analytics, Early warning indicators for trust and confidence, Improved 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.
• Leadership & Cross-Business Collaboration 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.

About You You are a highly proactive and resilient professional with a strong focus on delivering outcomes. You demonstrate sound judgement and unwavering integrity, particularly when handling sensitive information and data. You bring a collaborative leadership style, paired with the confidence to provide constructive challenge and influence stakeholders effectively. A strong commitment to continuous improvement and delivering excellent customer outcomes underpins everything you do. Ideally, you will have experience within the energy, utilities, or infrastructure sectors, along with an understanding of Ofgem and RIIO performance and assurance frameworks.

Essential Experience

• 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 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.

What You'll Get A competitive salary between £70,000 - £84,000 dependent on capability. As well as your base salary, you will receive a bonus of up to 30% of your salary for stretch performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

More Information The closing date for this vacancy is 28th June. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. 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.

DE & I statement 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.

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.