Service Design Team Lead

Help shape Great Britain's energy future. The National Energy System Operator (NESO) is helping to lead Great Britain's transition to a cleaner, more sustainable energy future. RESP will support the coordinated development of the energy system and enable long-term investment to be made with greater confidence and ahead of need.

We are looking for an experienced Service Design Lead to lead a team through the next phase of an established service design programme. Customer groups have been defined, customer needs have been mapped, user journeys are developing, and the service vision and programme are established.

RESP's customers include local councils and authorities, energy networks, and national and regional governments. Your team will be the customer advocate, ensuring these needs are reflected in the RESP product and customer experience.

Develop the product and customer experience:

• Lead delivery of the established service design vision and six-month programme.
• Work across product, workstream, policy, technical and operational teams to create a coherent end-to-end customer experience.
• Identify gaps, dependencies and risks and ensure customer needs inform product and delivery decisions.
• Identify and mitigate risks early and use external insight to improve the product.

You will also lead and develop the Service Design team, creating clarity and momentum across the programme and building strong relationships across RESP.

About you:

• You are an experienced Service Design, Customer Experience or Customer-Centred Product leader who can take an established vision and programme and turn it into successful delivery.
• Experience leading service design or customer-centred product development in a complex environment.
• Experience taking customer needs and high-level service visions through to detailed future-state journeys.
• Experience leading external engagement to test propositions, identify risks and manage expectations.
• Proven ability to translate customer insight into product, service and delivery decisions.
• Strong facilitation, influencing and stakeholder-management skills.

Experience of the GB energy sector, NESO, local government, energy networks or the wider net-zero transition would be desirable.

Ultimately, you will help ensure RESP builds something that works for its customers - enabling organisations to better understand future energy needs, plan proactively and make more confident decisions about the infrastructure required for their areas.

Contract and working arrangements:

• This is a 6-month rolling opportunity, reflecting the delivery phase of the RESP service design programme.
• The role is predominantly remote, with approximately two days per month spent in person with colleagues and stakeholders.
• Locations may change depending on programme and business needs, so you will need to be flexible and comfortable travelling across Great Britain when required.
• All reasonable business travel costs will be covered by NESO.
• We welcome Full time and part time applicants and are committed to flexible working arrangements.

Our commitment to inclusion:

At NESO, we believe potential comes in many forms. We are committed to a fair and inclusive recruitment process where everyone has the opportunity to demonstrate their talents and help us build a workforce that represents the communities we serve.