Head of Customer Experience

National Grid; Warwick; Hybrid; GBP 100,000 - 115,000; Full time

Job summary

A leading energy company in the UK is seeking a Head of Customer Experience to drive transformative change within their customer service operations. The role involves leading a new Customer Experience function, focusing on enhancing end-to-end customer journeys and optimising interactions for all customers, especially the vulnerable. The position offers a salary up to £115,000, with additional perks such as a company car, annual bonuses, and professional development opportunities.

Benefits

Company car or allowance

40% Annual Bonus

28 days annual leave

Private medical insurance

Generous pension scheme

Life insurance

Family care benefits

Health and wellbeing support

Career development opportunities

Qualifications

• Proven experience in leading large-scale CX transformation and improving customer scores.
• Ability to inspire and influence senior executives using data and insights.
• Passion for customer excellence with a commitment to exceeding expectations.

Responsibilities

• Lead a new Customer Experience function and ensure simplicity and excellence.
• Transform the customer proposition focusing on vulnerable customers.
• Deliver measurable impact, achieving strategic goals through continuous improvement.

Skills

Large-scale CX transformation

Voice of the customer programmes

Leadership gravitas

Influence and impact

Exceptional communication skills

Entrepreneurial mindset

Resilience and determination

Job description

About us

National Grid Electricity Distribution (NGED) is the UK's largest electricity distribution company, powering over 25 million customers through 8 million connections across South Wales, South West, West Midlands, and East Midlands.

We're investing £7.5 billion over the next five years to help deliver the UK's net‑zero ambitions—creating capacity for 1.5 million electric vehicles and 600,000 heat pumps, while ensuring customers can connect to our network quickly and seamlessly.

About the role

We're offering an exceptional opportunity for a dynamic Head of Customer Experience to join our Customer Excellence team and lead a transformative journey. In this newly created role, you'll design and deliver a comprehensive end‑to‑end Customer Experience (CX) improvement programme, driving initiatives that redefine how we serve our customers and achieve our business objectives—particularly those outlined in our ambitious business plan.

This is a high‑profile, influential position where your impact will resonate across NGED, National Grid, and the wider energy sector. You'll need to bring credibility and gravitas at senior executive level, with the ability to inspire, influence, and lead change across a complex leadership structure. If you're passionate about customer excellence, motivated to play a pivotal role in the UK's transition to net zero, and experienced in steering large‑scale CX transformations, we want to hear from you.

Reporting directly to the Director of Customer Excellence and working closely with NGED's President's office and Operational Directors, you'll be the voice and leader of Customer Experience for the entire NGED business. You'll own and evolve the CX strategy, secure senior stakeholder buy‑in, and create a compelling vision that aligns with both our business commitments and the needs of our customers.

We offer flexibility for this role to be based at any of our offices within the West Midlands, East Midlands, South West, or Wales licence areas. Regular travel to NGED locations will be required.

What you'll be responsible for

As Head of Customer Experience, you'll be the driving force behind NGED's ambition to become the UK's #1 network operator for customer experience. Your role will be pivotal in shaping and delivering a customer‑first culture across the organisation. Key responsibilities include:

• Build and lead a new Customer Experience function that partners closely with our Customer Insight and Strategy team to champion the customer agenda across NGED.
• Design and implement an end‑to‑end customer journey framework covering all touchpoints—connections, faults, enquiries, complaints, digital, and PSR—ensuring simplicity and excellence.
• Transform the customer proposition, making interactions effortless and inclusive, with a strong focus on vulnerable customers.
• Leverage insight and data to measure, track, and improve customer experience, driving meaningful change across the business.
• Support digital transformation, ensuring technology enhances CX and delivers operational efficiency.
• Optimise channels to provide customers with choice and convenience while streamlining processes for NGED.
• Champion the voice of the customer, embedding insight‑led decision‑making at every level and influencing senior stakeholders to deliver strategic improvements.
• Lead cultural change, coaching and inspiring teams to embrace agile ways of working and innovative thinking.
• Deliver measurable impact, including achieving incentive targets (£10 m) and strategic goals through pilots, initiatives, and continuous improvement.
• Act as the CX subject matter expert, guiding executives and operational leaders to understand and act on customer insights.
• Collaborate across NGED, building trust and alignment with the President's office, Executive Board, and operational teams.
• Manage external partners and budgets, ensuring solutions deliver maximum value for customers and the business.
• Develop and empower teams, fostering a culture of collaboration, innovation, and customer focus.

About you

We're looking for a visionary leader who combines strategic thinking with hands‑on delivery. You'll bring:

• Proven experience in leading large‑scale CX transformation, improving customer scores, and delivering insight‑driven change.
• Expertise in voice of the customer programmes, including managing research agencies, platforms and complex projects.
• Leadership gravitas – a recognised leader who coaches, empowers and inspires others to achieve ambitious goals.
• Influence and impact – able to tell a compelling story using data and insight, persuading senior executives and driving action.
• Passion for customer excellence – committed to exceeding expectations and embedding a customer‑first mindset across NGED.
• Exceptional communication skills – confident, engaging and able to build strong networks and relationships at all levels.
• Entrepreneurial mindset – innovative, results‑driven and able to spot opportunities and influence others to act.
• Resilience and determination – practical problem‑solving skills and the ability to navigate challenges with confidence.
• Experience in energy or other regulated/service industries ideally.

What we can offer

A competitive salary of £100,000 – £115,000 dependant on experience.

Plus:

• An electric company car or car cash allowance
• Up to 40 % Annual Bonus (based on personal and company performance)
• 28 days annual leave, plus eight statutory days in addition to the option to buy additional or sell holiday days every year
• Private medical insurance
• A generous contributory pension scheme – we will double match your contribution to a maximum company contribution of 12 %
• Life Insurance 10 × base salary
• Financial support to help cover the cost of professional membership subscriptions.
• Family care benefits including a back‑up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days).
• Access to apps which support health, fitness and wellbeing.
• Career development, ongoing training and support, career progression and plenty of opportunity to progress!

Further information

This role closes on 21 January 2026, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. National Grid's recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points‑based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points‑based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality or ethnic origin.

At National Grid, 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.

Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated and able to reach their full potential.