Customer Policy Implementation Lead (Hybrid)

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

Benefits offered by this job

Market-leading pension

Annual bonus up to 6%

Tusker salary sacrifice car scheme

26 days holiday

Life assurance & income protection

Flexible benefits

Wellbeing & professional development

Job summary

National Gas in Warwick (Hybrid) is seeking a Customer Policy Implementation Officer to drive successful customer-facing change across IT and business processes. You will work with cross-functional teams to embed new systems, enhance adoption and realise project benefits.

This role focuses on governance, PMO activities, and policy implementation, with exposure to major transformation initiatives shaping National Gas' future strategy.

Qualifications

• Experience delivering business change programmes or transformation initiatives.
• Experience with customer-facing systems, business processes or digital platforms.
• Strong stakeholder engagement across multiple teams.

Responsibilities

• Support the implementation of customer-related business and IT change initiatives across CRM, hydrogen, CCS, biomethane and data centre connection programmes.
• Collaborate with stakeholders to embed new processes and ways of working.
• Translate high-level requirements into actionable operational plans.
• Coordinate change activities, dependencies, risks and issues with the PMO team.
• Support testing, user acceptance, training material development and early-life support.
• Act as a main contact during implementation, capturing feedback and resolving issues.
• Monitor adoption, benefits realisation and performance after implementation.
• Champion continuous improvement through lessons learned and future recommendations.

Skills

Change management

Stakeholder engagement

Governance/PMO

Policy development

Analytical thinking

Cross-team collaboration

Planning & delivery

Job description

National Gas in Warwick (Hybrid) is seeking a Customer Policy Implementation Officer to drive successful customer-facing change across IT and business processes. You will work with cross-functional teams to embed new systems, enhance adoption and realise project benefits.

This role focuses on governance, PMO activities, and policy implementation, with exposure to major transformation initiatives shaping National Gas' future strategy.