Customer Change Manager

About Us

At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as a Customer Change Manager to be part of a team that's driving forward the energy transition, creating a brighter, more sustainable future for all. Unleash your superpower and bring energy to life.

National Grid is hiring a Customer Change Manager – this position is based from our Warwick office, however we offer flexible hybrid working options.

Job Purpose

Digital & Customer Change Manager is accountable for leading and embedding complex digital and customer-focused change initiatives that deliver improved customer outcomes, successful adoption of digital capabilities, and sustained business value across NGET.

The role ensures that digital products, platforms and customer experience improvements are effectively landed into the organisation, with clear accountability for readiness, behavioural change, adoption and benefits realisation across impacted operational and customer-facing teams.

What You’ll Do

• Lead the business change strategy for major digital, data and customer transformation programmes, ensuring outcomes are embedded and benefits realised.
• Act as the senior owner for digital and customer adoption, ensuring new tools, services and ways of working are taken up and used effectively.
• Partner with Product, Digital, Data, Technology and Customer Experience leaders to embed change management into delivery lifecycles.
• Lead complex change impact assessments covering people, process, capability, technology and customer experience impacts.
• Design and deliver enterprise level engagement, communications and training strategies tailored to leaders, operational teams and customers.
• Work closely with Executive Sponsors and Senior Leaders to align change sequencing with strategic priorities and operational capacity.
• Define, track and report adoption, utilisation and customer outcome metrics at portfolio and executive level.
• Act as the senior escalation point for risks and issues relating to digital adoption, customer impact and operational readiness.
• Lead, coach and develop business change practitioners and delivery teams, building sustainable digital and customer change capability.
• Ensure customer insight, feedback and behavioural data inform and continuously improve change approaches.
• Contribute to the development and continuous improvement of enterprise standards for digital and customer change.

About You

• Extensive experience leading digital and customer-centric change within large, complex organisations.
• Proven track record of embedding digital products, platforms or services into operational environments.
• Deep understanding of change management methodologies and their application in digital and CX transformation.
• Experience working alongside product-led, agile or iterative delivery models.
• Strong understanding of customer journeys, customer insight and behavioural change.
• Proven ability to influence and challenge senior leaders and multidisciplinary teams.
• Excellent leadership, coaching and stakeholder engagement skills.
• Strong analytical and communication capability, with the ability to translate strategy into operational change.

• Experience delivering digital and customer change within programmes and portfolios with significant investment and value expectations.
• Strong understanding of digital and customer benefits realisation, including adoption, utilisation and outcome measures.
• Experience contributing to business cases and value-for-money assessments.
• Ability to balance cost, risk, customer impact and benefit to optimise change outcomes.

What You’ll Get

A competitive salary up to £70,000 dependent on capability.

As well as your base salary, you will receive a bonus of up to 30% of your salary for stretch 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.

More Information

The closing date for this vacancy is 8th May. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. 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.

In NGET we are passionate about both operating our network safely and providing highly reliable quality of supply for our customers.

To find out more about us, please visit our website.

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.

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.

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