Director of Customer Experience & Operational Excellence

Elexon; Greater London; Hybrid; GBP 110,000 - 160,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Job summary

Elexon in London is seeking a Director of Customer Delivery and Operational Excellence to lead customer experience, performance and service improvement at scale within the Operations Directorate. You will shape strategy, drive enterprise-wide initiatives, and oversee governance, budget and delivery across the organisation, with a strong focus on customer insight and operational resilience.

This role requires influencing senior stakeholders and delivering complex programmes in a dynamic energy

Qualifications

• Proven track record of shaping and optimising major programmes and operational delivery.
• Strong customer mindset with insight-led decision making.
• Experience in governance, performance, and risk management.

Responsibilities

• Provide executive leadership for Customer Experience and CRM/Digital Operations.
• Own enterprise-wide customer plan and translate insight into strategy and delivery.
• Develop and embed Operational Excellence across the Operations Directorate.
• Lead portfolio management, prioritisation and governance for investments and delivery.
• Oversee budgeting, cost-to-serve and financial governance; report to Executive Team.

Skills

Strategic leadership

Customer focus

Governance

Stakeholder management

Change management

Data-driven

Job description

Elexon in London is seeking a Director of Customer Delivery and Operational Excellence to lead customer experience, performance and service improvement at scale within the Operations Directorate. You will shape strategy, drive enterprise-wide initiatives, and oversee governance, budget and delivery across the organisation, with a strong focus on customer insight and operational resilience.

This role requires influencing senior stakeholders and delivering complex programmes in a dynamic energy