Customer Change & Policy Implementation Lead

National Gas Services; Warwick; Hybrid; GBP 44,000 - 52,000; Full time

Benefits offered by this job

Pension 12%

Bonus 6%

Car scheme

26 days holiday

Life Insurance

Flexible benefits

Wellbeing & development

Job summary

National Gas is seeking a Customer Policy Implementation Officer to drive change across customer-facing platforms, governance and PMO processes. You will work with IT delivery teams and Business Development stakeholders to embed new systems, processes and ways of working, ensuring adoption and delivering tangible benefits.

This hybrid Warwick role supports transformation across hydrogen, CCS, biomethane and data centre connections, offering a comprehensive benefits package and clear development

Qualifications

• Demonstrated experience implementing business change programmes.
• Experience working with customer-facing systems, business processes or digital platforms.
• Strong stakeholder engagement skills with the ability to build effective relationships across multiple teams.
• Excellent organisational and coordination skills with a structured approach to planning and delivery.
• Strong analytical skills with the ability to identify issues and develop practical solutions.
• Experience supporting governance, PMO activities, policy development or standard operating procedures.
• Ability to work collaboratively across operational, technical and business teams.

Responsibilities

• Support the implementation of customer-related business and IT change initiatives across CRM, hydrogen, CCS, biomethane and data centre connection programmes.
• Work with stakeholders to understand change requirements and ensure new processes and ways of working are successfully embedded.
• Translate high-level requirements into practical operational actions and implementation plans.
• Coordinate and track change activities, dependencies, risks and issues alongside the Business Development PMO team.
• Support business testing, user acceptance activities, training material development and early-life support.
• Act as a key point of contact during implementation, capturing user feedback and helping resolve issues.
• Monitor adoption, benefits realisation and performance indicators following implementation.
• Champion continuous improvement through lesson learned activities and future change recommendations.

Job description

National Gas is seeking a Customer Policy Implementation Officer to drive change across customer-facing platforms, governance and PMO processes. You will work with IT delivery teams and Business Development stakeholders to embed new systems, processes and ways of working, ensuring adoption and delivering tangible benefits.

This hybrid Warwick role supports transformation across hydrogen, CCS, biomethane and data centre connections, offering a comprehensive benefits package and clear development