Connections Digital Customer Engagement Lead Role

National Grid; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in the energy sector is seeking a Connections Digital Customer Engagement Lead to enhance customer connections through effective content creation and engagement strategies. This role involves collaborating with various teams to develop resources that improve customer experience and support the UK's net zero carbon goals. The position offers hybrid working arrangements and emphasizes the importance of stakeholder engagement.

Qualifications

• Proven experience as a Content Creator with a portfolio.
• Good education with GCSEs in English and Maths.

Responsibilities

• Create content scope documents and act as the key client for content development.
• Develop and maintain an editorial calendar.
• Engage with stakeholders to gather insights.

Skills

Editing

Proofreading

Communication

Education

GCSEs in English and Maths

Degree in Content Creation

Tools

Word

Excel

PowerPoint

Job description

Connections Digital Customer Engagement Lead Role

An exciting opportunity has arisen for a Connections Digital Customer Engagement Lead to join our Customer Connections team on a full-time, permanent basis. This is a new role, emphasizing our commitment to better serve and achieve the right outcomes for customers connecting to our network. You will be instrumental in shaping, delivering, and maintaining resources that help customers complete their connections journey and utilize self-serve tools and guides.

This role is based in the Community Energy & Customer Engagement Team within the Connections Directorate of our Electricity Distribution (NGED) business. To create relevant resources, you will collaborate closely with the Connections team and key stakeholders across NGED. You will work with Corporate Affairs to translate technical information into accessible content for various channels.

You will develop a customer engagement plan, create guidance documents and digital scripts, and act as the primary contact for our website and creative teams to ensure customer needs are reflected across digital channels. Passion for customer experience and a commitment to the UK’s net zero carbon goals are essential. You should be eager to reform the customer connections experience and influence stakeholders to position us as a market leader.

Minimum Requirements

• Good education, with GCSEs in English and Maths (Grades A-B/5-9 and A-C/4-9)
• Ideally a degree in Content Creation, Communication, Journalism, Marketing, Creative Writing, or similar
• Proven experience as a Content Creator or similar role with a portfolio of work
• Strong editing, proofreading, and computer skills (Word, Excel, PowerPoint at intermediate level)
• A full driver’s license

Responsibilities

• Create content scope documents and act as the key client for content development
• Understand target audiences and tailor content accordingly
• Source accurate, engaging material for various channels
• Develop and maintain an editorial calendar
• Use data to analyze performance and refine strategies
• Engage with stakeholders across NGED to gather insights and deliver solutions

This role offers hybrid working arrangements, with some travel required. We are committed to diversity and inclusion and support applicants requiring assistance with the application process.