Manager, Customer Strategy

NATIONAL GRID; Greater London; Hybrid; GBP 62,000 - 85,000; Full time

Benefits offered by this job

Bonus up to 30%

Pension scheme

Flexible benefits

Job summary

National Grid is seeking a Stakeholder Strategy and Transformation Manager to develop and embed the stakeholder strategy, lead the transformation programme, and integrate stakeholder insight into governance, planning and delivery.

The role provides strategic leadership, coordinating stakeholder engagement across the organisation to align with regulatory expectations and business priorities.

Qualifications

• Significant experience developing organisational-wide stakeholder strategies.
• Strong understanding of stakeholder management and engagement best practice.
• Experience leading change, transformation or organisational improvement initiatives.
• Experience developing governance frameworks, processes and performance measures.
• Excellent influencing and written/verbal communication with executives.

Responsibilities

• Develop and embed NGET's stakeholder strategy aligned to RIIO-T3 and regulatory needs.
• Lead the stakeholder transformation programme, improving governance, operating model and data insights.
• Design and implement a scalable stakeholder operating model with clear ownership and decision rights.
• Provide strategic leadership to ensure engagement is coordinated and evidence-led across the business.
• Develop stakeholder insight frameworks that show how feedback informs decisions and outcomes.
• Embed standards for governance, investment decisions and RIIO-T3 delivery across projects.
• Identify and manage stakeholder risks and external trends across the organisation.
• Build capability through guidance, tools, training, and best-practice sharing.

Skills

Stakeholder engagement

Transformation programmes

Governance frameworks

Change management

Executive reporting

Insight-driven decisions

Job description

Job Purpose

NGET's ability to deliver RIIO-T3, Clean Power 2030 and wider business objectives depends on building trusted, evidence-led relationships with stakeholders and ensuring stakeholder insight informs decisions, delivery and outcomes.

The Stakeholder Strategy and Transformation Manager is responsible for developing and embedding NGET's stakeholder strategy and leading the associated stakeholder transformation programme. The role provides the strategic framework, governance, insight, capability, technology and operating model needed to ensure stakeholder engagement is coordinated, evidence-led and aligned to business priorities, stakeholder expectations and regulatory requirements.

The role provides strategic leadership, challenge and support across the business, maintaining a whole-business view of stakeholder priorities, risks, opportunities and emerging external issues. Through this, it drives improvements in stakeholder maturity, performance and organisational capability, helping NGET use stakeholder insight to shape decisions, strengthen delivery credibility and demonstrate outcomes.

As the strategic lead for stakeholder transformation, the role designs and implements the stakeholder operating model, ensuring clear ownership, governance, decision-making and performance arrangements are embedded across NGET. It drives organisational change by integrating stakeholder requirements, insight and evidence into governance, planning, investment and delivery processes, enabling stakeholder management to evolve from fragmented activity into a coordinated organisational capability.

This is a pivotal role within the Stakeholder Management team, shaping NGET's approach to stakeholder management and leading the transformation required to embed stakeholder thinking across the organisation

Key Accountabilities

• Developing, maintaining and embedding NGET's stakeholder strategy, ensuring alignment with RIIO-T3 commitments, business priorities, stakeholder expectations and regulatory requirements.
• Leading delivery of the stakeholder transformation programme, driving improvements in governance, operating model, capability, processes, technology, insight, data and performance to increase organisational stakeholder maturity.
• Designing, implementing and continuously improving NGET's stakeholder management framework and operating model, including governance arrangements, decision rights, standards, assurance processes and organisational interfaces.
• Providing strategic leadership, challenge and expert advice across the business, ensuring stakeholder engagement is coordinated, evidence-led and aligned to organisational objectives.
• Developing stakeholder insight, evidence and performance frameworks that demonstrate how stakeholder feedback informs decision-making, delivery outcomes and business performance.
• Embedding stakeholder requirements, insight and evidence standards within governance processes, investment decisions, RIIO-T3 delivery activities and reputationally critical projects.
• Identifying and managing stakeholder risks, opportunities, emerging issues and external trends, ensuring they are understood and acted upon across the organisation.
• Building organisational stakeholder capability through guidance, tools, training, coaching and best-practice sharing to support effective stakeholder engagement and relationship management.
• Working across UK businesses and Group functions to ensure NGET’s stakeholder strategy, governance and ways of working align with relevant Group standards, policies and objectives, while reflecting NGET’s specific regulatory and business requirements.
• Influencing senior leaders and stakeholders across NGET to drive adoption of stakeholder standards, governance requirements and evidence-led ways of working.

Qualifications

• Significant experience developing organisational-wide stakeholder strategies within a complex organisation.
• Strong understanding of stakeholder management, relationship management and engagement best practice.
• Experience leading change, transformation or organisational improvement initiatives.
• Experience developing governance frameworks, processes and performance measures.
• Strong strategic thinking and ability to translate insight into practical action.
• Excellent influencing and relationship management skills, including influencing without authority.
• Experience working across multiple business functions and stakeholder groups. Strong analytical capability, including use of insight, evidence and data to inform decision-making.
• Excellent written and verbal communication skills, including experience preparing executive-level papers and recommendations.
• Ability to manage multiple priorities and deliver at pace in a highly matrixed environment.
• Experience of designing and implementing operating models, processes, performance measures or maturity frameworks.
• Experience of using insight, evidence and data to influence strategic decision-making and organisational improvement.
• Experience delivering change through influence in a highly matrixed environment, including engagement with senior leaders and executives.
• Experience leading organisational transformation, operating model design or business change programmes.
• Experience embedding new governance frameworks, policies, standards or business processes across complex organisations.
• Experience of assurance, audit, compliance or evidence-based performance environments.
• Knowledge of the UK energy sector, RIIO regulation and stakeholder engagement requirements preferable.
• Knowledge of change management and transformation methodologies desirable.

About us

At National Grid, we’re at the heart of a major change in how energy is produced, delivered and used. We connect millions of people to the energy they need across Great Britain and the US, while investing to support a cleaner, more reliable system for the future.

Joining us means working on challenges that matter. You’ll help shape how the energy system evolves, supporting the transition to net zero while helping keep energy affordable and reliable.

This role is flexibly based in Warwick, UK or the Strand, London with hybrid working.

More Information

As well as a base salary of £62k to £77k in Warwick or £68k to £85k in London, you will receive a bonus of up to 30% based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

We value diversity and are committed to creating an inclusive workplace for all. We welcome applications from all suitably qualified candidates – we make appointments purely on merit, assessed against objective selection criteria. We support flexible working and will make reasonable adjustments throughout the recruitment process should you have any physical or mental impairment which may affect your ability to participate in the 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.