Customer Experience & Insights Manager
Location: HQ Glasgow
Salary + benefits: £55,200 – £69,000pa + annual bonus (up to 15%) + single cover healthcare with a strong benefits package, and our excellent pension scheme, where we’ll double match your contribution up to a company contribution of 10%.
Closing Date: Thursday 7th May
Help us create a better future, quicker
At SP Energy Networks, our customers are the spark that drive everything we do — their voices shape our decisions, their experiences guide our priorities, and their future inspires our ambition. We’re searching for a Customer Experience & Insights Manager who can harness the power of customer insight and performance data to create meaningful, lasting change. In this role, you’ll champion the customer at every turn, turning real stories and real feedback into action that transforms how we deliver energy to millions — today, tomorrow and far into the future.
What You’ll Be Doing
You’ll lead the development of a single, data‑driven view of performance across our Customer Service Directorate, bringing together customer feedback, operational performance, network insight and regulatory outcomes. Your work will ensure our leaders and teams have the right information, in the right format, to make informed decisions and drive continuous improvement. You’ll shape and embed customer experience strategies that improve satisfaction, loyalty and advocacy, translating insight into clear, deliverable actions across SPEN and our contract partners. You’ll also lead external benchmarking activity, driving accreditation and award‑winning performance, and supporting the delivery of multi £m in customer service incentives under our regulatory price control. When it matters most, you’ll be the steady hand behind our storm response and major events, bringing clarity, insight and rapid reporting that empowers confident decision‑making under pressure. You’ll also sit at the heart of governance for the Customer Service Directorate, shaping how we manage risk, regulatory obligations and budget control. As the connective force across our department, you’ll help uphold strong governance in an engaging and positive way, while driving the brilliant, customer‑first service that defines SP Energy Networks.
What You’ll Bring
You’ll be an experienced leader in customer experience, performance insight or operational reporting, with a strong track record of delivering measurable improvements in customer satisfaction. You’ll be confident working with complex data sets, using modern visualisation tools to turn insight into action. You’ll bring strong stakeholder influencing skills, financial awareness, and experience of regulatory reporting, risk and quality frameworks. Most importantly, you’ll be passionate about customers and the standards we expect, using insight to drive better outcomes. You will be serious about learning to make informed decisions, build relationships through credibility and be able to shape and drive practical action across our business.
What’s in It For You
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.
Our benefits include:
- 36 days annual leave
- Holiday Purchase – perfect your work/life balance with extra annual leave
- Share Schemes
- Payroll Giving and Charity Matched Funding
- Technology Vouchers – save more and spread the cost of your technology purchases
- Electric Vehicle Schemes – to help you transition to green/clean driving
- Cycle to Work scheme and Public Transport Season Ticket Loans
- Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
- Life Assurance (4x salary)
- Access to SaveSmart financial wellbeing support
- Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary immigration requirements.
E‑mployability Support
ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long‑term conditions, mental health conditions, or who are neurodivergent or require pregnancy‑related support. If you need support, please reach out to careers@scottishpower.com.
#J-18808-Ljbffr…