Customer Experience Lead Analyst

Iberdrola Renewables; Glasgow; Hybrid; GBP 53,000 - 67,000; Full time

Job summary

ScottishPower invites applications for a Customer Experience Lead Analyst role in Glasgow. The successful candidate will significantly impact customer satisfaction and performance, working closely with stakeholders to drive improvements and enhance customer experience. Offering a competitive salary, hybrid working options, and substantial benefits, this role plays a crucial part in achieving industry-leading customer service standards.

Benefits

36 days annual leave

Pension scheme with double matching

Electric Vehicle Schemes

Cycle to Work scheme

Healthcare benefit options

Life Assurance (4x salary)

Discounts on travel insurance

Qualifications

• Experience in driving customer experience improvements.
• Ability to engage with senior stakeholders effectively.
• Strong organizational skills and positive attitude.

Responsibilities

• Influence and manage stakeholder relationships to drive performance.
• Analyze customer feedback and anticipate future needs.
• Shape customer strategy and engage in performance improvement.

Skills

Stakeholder management

Customer experience improvement

Analytical skills

Organizational skills

Education

Experience in a related field

Job description

Customer Experience Lead Analyst

ScottishPower HQ, Glasgow, G2 5AD

Salary - £53,280 - £66,600 per annum + Benefits

Hybrid working can be offered, after successful completion of initial training

Help us create a better future, quicker

Are you ready to make a significant impact on customer experience and drive performance to new heights?

As the Customer Experience Lead Analyst at ScottishPower Energy Networks (SPEN), you will be at the heart of our mission to deliver exceptional Customer Satisfaction incentives. Your role will be pivotal in achieving maximum financial rewards and securing a top-ranking position among Distribution Network Operators (DNOs) in the UK.

What you’ll be doing

In this role, you will be responsible for influencing and managing senior stakeholder relationships to drive performance across all teams within SPEN. Your focus will be on delivering incentives for BMCS (Broader Measure for Customer Service), MTM (Moments That Matter), Major Connections, and ICS (Institute of Customer Service). You will need to understand the drivers of customer satisfaction and work collaboratively with teams across the business to address issues and enhance performance.

Your goal is to ensure SPEN meets its business plan commitments made to OFGEM, striving for maximum reward incentives and achieving a leading DNO and UK ranking position. You will work across all levels and teams within SPEN, supporting the integration of Customer Vulnerability incentives into the business to ensure they are fully embedded and understood as part of the customer experience.

Additionally, you will help shape the customer strategy by analysing customer feedback, anticipating future customer needs, and addressing business challenges. Your role will involve driving change and performance improvements through effective stakeholder management and influencing strategies.

What you’ll bring

To succeed in this role, you should have experience in driving customer experience and process controls to foster improvements. You must be a team player with a positive attitude, capable of working effectively with colleagues across various teams. Being computer literate and having the ability to drive to enable you to work across multiple sites is essential.

You should be adept at engaging with senior stakeholders and external partners to ensure successful delivery. Strong organizational skills and the ability to be a self-starter in a busy team environment are crucial. You must be able to cut through issues to drive action and create improvement plans, working diligently to implement them.

Your ability to produce creative communications and presentations, and deliver them at all levels, will be vital. The role covers both North and South licence areas, requiring flexibility to balance workload and accommodate the delivery of the plan.

At ScottishPower Energy Networks (SPEN), we value your ability to drive change and enhance customer experience. We offer full support to help you understand our business and succeed in your role. If you are passionate about making a difference and have the skills to influence and manage stakeholders effectively, we would love to welcome you to our team.

Whether you come from a technical, engineering, or energy industry background, or are eager to learn and grow with us, we want to hear from you!

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system.

It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require -related support. If you need support, please reach out to [e-mail].

Mobility

Please note that any applicant who is not a of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT

Advert will close at 23:59 GMT the day before Job Posting End Date below

June-11-2025