Manager, Customer Strategy

National Grid; Warwick; Hybrid; GBP 62,000 - 85,000; Full time

Benefits offered by this job

Bonus up to 30%

Pension scheme with 12% company match

Flexible benefits

Share incentive plan

Salary sacrifice car and technology

Job summary

National Grid is seeking a Senior Leader to drive the strategy for customer journeys across multiple business entities. You will bring the voice of customers into the business, align senior stakeholders behind a unified delivery plan and report progress through governance processes to the sponsor.

You will manage key customer stakeholders and forums, identify journey improvements and lead a cross-functional team to deliver exceptional end-to-end experiences, while embedding a customer-centric

Qualifications

• Bachelor's degree (or equivalent), or relevant experience.
• Significant customer experience.

Responsibilities

• Align internal and external senior stakeholders behind a common delivery plan and ensure timely reporting of progress through the journey governance framework to the customer sponsor.
• Proactively develop, manage and maintain relationships with key customer related stakeholders, trade bodies and industry forums.
• Identify, prioritise and implement journey improvements to support the creation of a sustainable customer culture that leads to the efficient running of the end-to-end customer experience.
• Lead a highly engaged team across the business both inside and outside national grid that shares a common understanding of the desired journey experience, shares best practise and works collaboratively to ensure the delivery of the desired customer experience.
• Transfer capability into the leadership communities to embed and sustain a customer focused culture within and across functions to achieve the delivery of customer experiences that exceed the customer expectations.
• Monitor customer views and feedback using surveys and external engagement as well as support the business to develop actions to improve customer satisfaction.
• Collate and share key industry information to advise on customer relationships and value stream intelligence.

Skills

Customer experience

Education

Bachelor's degree or equivalent

Job description

To develop, drive forward and coordinate actions to deliver the strategy for customer journeys across multiple business entities, bringing the voice of our customers and stakeholders into the business to ensure that all colleagues understand who our customers are.

• Align internal and external senior stakeholders behind a common delivery plan and ensure timely reporting of progress through the journey governance framework to the customer sponsor.
• Proactively develop, manage and maintain relationships with key customer related stakeholders, trade bodies and industry forums.
• Identify, prioritise and implement journey improvements to support the creation of a sustainable customer culture that leads to the efficient running of the end-to-end customer experience.
• Lead a highly engaged team across the business both inside and outside national grid that shares a common understanding of the desired journey experience, shares best practise and works collaboratively to ensure the delivery of the desired customer experience.
• Transfer capability into the leadership communities to embed and sustain a customer focused culture within and across functions to achieve the delivery of customer experiences that exceed the customer expectations.
• Monitor customer views and feedback using surveys and external engagement as well as support the business to develop actions to improve customer satisfaction.
• Collate and share key industry information to advise on customer relationships and value stream intelligence.

Qualifications

• Bachelor's degree (or equivalent), or relevant experience
• Significant customer experience

More Information

#LI-MR1 #LI-HYBRID

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.