Customer Policy Implementation Officer

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

About Us

At National Gas, the work we do matters.

£44,000 to £52,000 + up to 6% bonus

Warwick (Hybrid)

About Us

At National Gas, the work we do matters.

As Britain's national gas network, we help keep the lights on, businesses running, and homes warm by maintaining the critical infrastructure that transports gas across Great Britain. While providing the energy security Britain relies on today, we're also helping transform the network for a clean energy future.

Join us and help secure Britain's energy.

About The Role

We're looking for a Customer Policy Implementation Officer to support the successful delivery and adoption of customer-facing business and IT change across National Gas. This role combines change implementation, stakeholder engagement, governance and continuous improvement, ensuring new systems, processes and ways of working are embedded effectively and deliver tangible business benefits.

National Gas is delivering a significant programme of transformation across systems, processes, data and customer services. As we continue to develop new customer offerings and support emerging energy opportunities including hydrogen, carbon capture and storage (CCS), biomethane and data centre connections, effective change implementation is critical to our success.

Working closely with the Customer IT Transformation Manager, IT delivery teams and Business Development stakeholders, you'll play a key role in ensuring change initiatives are understood, adopted and embedded within the business. Your work will help minimise disruption, maximise user adoption and ensure the benefits of change are fully realised.

This is an excellent opportunity for someone with change management, governance, PMO or policy implementation experience to gain exposure to major transformation programmes at the centre of National Gas' future strategy.

What You'll Be Doing

• 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.

Essential

What you’ll bring

• Demonstrable experience implementing business change programmes or transformation initiatives.
• 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.

Desirable

• Project management experience.
• PRINCE2 Foundation qualification or equivalent project delivery experience.
• Experience supporting user adoption, training or business readiness activities.
• Knowledge of the UK energy sector or regulated utilities environment.

What We Offer

• Market-leading double-match pension (up to 12% company contribution)
• Annual performance bonus up to 6%
• Access to the Tusker salary sacrifice car scheme
• 26 days holiday (plus statutory holidays)
• 10x salary life assurance and income protection
• Flexible benefits including healthcare, dental, and technology options
• Family-friendly policies, wellbeing support, and professional development opportunities

Inclusive recruitment

We're building a workforce that reflects the communities we serve, championing diversity, and creating an inclusive workplace where everyone is valued for their unique contribution. We support reasonable adjustments throughout the recruitment process and beyond.

National Gas is a Disability Confident employer and signatory of the Armed Forces Covenant.