Head of Customer Oversight & Experience

National Energy System Operator; Wokingham; Hybrid; GBP 80,000 - 90,000; Full time

Job summary

A leading energy organization in the UK is seeking a senior leader to build and run their Customer Insight and Experience System. This role involves leading a central team to ensure insights translate into actions that enhance customer trust and experiences. The position offers hybrid working, a competitive salary between £80,000 - £90,000, and benefits including a bonus, car allowance, and a contributory pension scheme where contributions are doubled up to 12%.

Benefits

Generous Total Rewards Plan

Private medical insurance

28 days annual leave

Career development resources

Qualifications

• Senior expertise in customer insight, experience, or related fields.
• Ability to turn complex data into business recommendations.
• Strong influencing skills to engage senior leaders.

Responsibilities

• Own and evolve the customer insight framework.
• Translate insight into cross-functional actions.
• Define and evolve customer experience standards.

Skills

Senior expertise in customer insight

Ability to turn complex data into actionable recommendations

Strong influencing and facilitation skills

Leading transformation and adapting models

Developing high-performing teams

Energy sector experience

Job description

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain's energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future. We are looking for a senior leader to build and run our Customer insight and experience system. This role brings together journey standards, customer voice, trust measurement, performance reporting and cross functional oversight. You will be responsible for leading a central team and collaborating with embedded CX managers and improvement leads throughout the organisation. Your role will be to ensure that insights are turned into actions, improvements are prioritised, and customer outcomes and trust are consistently and measurably enhanced. You will also lead the evolution of our predictive insights and journey standards and help shape how the organisation designs and delivers customer experiences. This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home as well as offering flexible working arrangements.

In Autumn of 2024, the ESO transitioned to the National Energy System Operator (NESO). Previously denoted as the Future System Operator, NESO is the independent body responsible for planning Great Britain's electricity and gas networks and operating the electricity system. The ESO, including all of its existing roles, is now at the heart of NESO, building on roles, capabilities and ways of working to meet energy system and user needs across electricity, gas and hydrogen.

NESO is a public corporation with its own Board of independent directors, operating independently from government, the regulator and commercial interests. NESO is licensed and regulated by Ofgem through price control agreements and is obligated to identify optimal solutions to system operations and planning sustainably, affordably and securely for all.

Key Accountabilities

• Own and evolve the customer insight framework, integrating multiple data streams to provide predictive, actionable intelligence and governance oversight.
• Translate insight into decisions and cross-functional action, ensuring consistent standards and accountability across the organisation.
• Define and evolve customer experience standards and journey expectations to drive continuous improvement and ensure adherence to governance.
• Support functions and embedded CX managers in designing, sequencing, and improving journeys, while monitoring compliance and performance.
• Lead and evolve the trust index, enterprise scorecards, and oversight processes, linking metrics to predictive analytics and forward‑looking measures.
• Track outcomes, improvements, and emerging issues, guiding organisational decision-making and ensuring cross-functional alignment.
• Build and develop the central CX, insight, and oversight team, while promoting capability, customer literacy and a culture of accountability across local teams.

Qualifications

• Senior expertise in customer insight, experience, service design, or related fields.
• Ability to turn complex data and insight into actionable, business-focused recommendations.
• Strong influencing and facilitation skills, able to align stakeholders and engage senior leaders with impact to influence and drive change.
• Experienced in leading transformation, building standards, and adapting models to complex, legacy environments.
• Skilled at developing high‑performing teams and embedding sustainable change.
• Energy sector experience desirable.

What You'll Get

• Full support and career‑development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising health, finance and wealth, work/life balance, and career benefits.

Competitive salary between £80,000 - £90,000 per annum, dependent on capability. In addition to your base salary, you will receive a car allowance, a bonus of up to 20% of your salary for stretch performance, private medical insurance, 28 days annual leave as standard, and a contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

National Energy System Operator's (NESO) mission is to facilitate the decarbonisation of Great Britain's energy network and ensure the delivery of reliable, affordable and clean electricity for consumers.

We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds. We are committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.