Customer Insights and Oversights Manager

National Grid; Warwick; Hybrid; GBP 69,000 - 74,000; Full time

Job summary

A leading energy organization is seeking a CX Insight & Oversight Manager to develop a customer insight framework that tracks performance across journeys in the United Kingdom. This role involves designing reports, engaging with stakeholders and shaping strategies for customer experience improvement based on data analysis. Applicants should have experience in CX insight and a strong understanding of analytical tools. The position offers hybrid working options, with a competitive salary of £69,000 - £74,000 plus benefits.

Benefits

Bonus up to 15%

28 days annual leave

Contributory pension scheme

Qualifications

• Proven experience in CX insight and customer performance reporting.
• Ability to build narratives from limited data.
• Experience developing customer feedback frameworks.

Responsibilities

• Design and implement a CX oversight framework.
• Create reports and dashboards highlighting customer insights.
• Develop a roadmap for enhancing CX insight capabilities.

Skills

CX insight

Analytical skills

Data communication to non-technical audiences

Creative problem-solving

Team leadership

Tools

Excel

Power BI

Tableau

Job description

About the role

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

We are seeking a creative, resourceful, and data-savvy CX Insight & Oversight Manager to drive the development of a scalable and pragmatic customer insight and experience oversight framework. This role is central to helping the organisation move from a fragmented and siloed view of the customer to a more cohesive, data-informed understanding of experience, performance, and emerging risks.

You will work with limited and often informal data sources to build “something out of nothing” — helping the business track customer change, surface priority improvements, and hold the mirror up on what is and isn’t working for customers.

As the organisation’s data capability matures, you will also shape the longer-term strategy for integrating advanced insights, driving consistency in CX measurement and building a system of feedback that powers meaningful change.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

About us

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.

energy, our future, together.

About the National Energy System Operator (NESO)

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.

Key Accountabilities

Build and Deliver CX Oversight Framework

• Design and implement a pragmatic, flexible framework for tracking customer experience performance across journeys and segments.
• Consolidate existing fragmented data, feedback, and anecdotal insight into usable reporting and storytelling outputs.
• Create recurring internal reports and dashboards that highlight pain points, progress, and emerging customer risks.

Insight & Impact

• Build prioritised lists of customer improvements based on insight and feedback, feeding into wider CX and transformation agendas.
• Work with CX Design Lead to ensure insights inform journey design, segmentation models, and service improvements.
• Provide regular updates to senior stakeholders, presenting evidence-based assessments of performance and opportunity.
• Championing Data Governance and Risk Practices Lead and support data governance activities in alignment with BDUG standards, including data quality, cataloguing, classification, provenance, and records management. Act as a Data Champion to promote best practices across the organisation and serve as a Risk Champion to ensure data-related risks are identified, communicated, and mitigated effectively.

Strategic Alignment & Capability Development

• Develop a roadmap for maturing the organisation’s CX insight and measurement capabilities, working with internal data and tech teams to align CRM, survey, and customer feedback tooling to CX goals.
• Shape longer-term plans for more advanced data integration, AI-driven feedback categorisation, and closed-loop learning systems.

Internal Influence & Engagement

• Be a visible champion for customer insight, creating compelling visual and narrative-based updates that bring the customer to life for internal stakeholders.
• “Hold the mirror up” to teams with clear and constructive challenge when delivery is not meeting customer expectations.
• Collaborate across the wider Customer Directorate to align insight-driven messages with advocacy and relationship efforts.

About you

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who:

• Proven experience in CX insight, customer performance reporting, or service improvement in a complex, siloed or low-maturity environment.
• Demonstrated ability to build a narrative from patchy data — resourceful, creative and driven to make insight useful.
• Strong analytical and reporting skills (Excel, Power BI/Tableau, etc.) and confidence communicating data to non-technical audiences.
• Experience developing or working within customer feedback or measurement frameworks.
• Comfortable leading small teams and engaging senior stakeholders with credibility and influence.
• Familiarity with CRM and customer survey tooling, and ability to partner with tech colleagues on future capability development.
• Experience in regulated or customer-critical environments is a plus.

What you’ll get

A competitive salary between £69,000 - £74,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 days annual leave as standard, and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
  

More Information

This role closes on 27th January 2026 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

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.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

#LI-AW2
#LI-HYBRID