Connections Digital Customer Engagement Lead Role
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Job Introduction
An exciting opportunity has arisen for a Connections Digital Customer Engagement Lead to join our Customer Connections team on a full-time, permanent basis. This is a new role focused on enhancing our service and outcomes for customers seeking to connect to our network. You will be key in creating, delivering, and maintaining resources that support our customers' connection journey, including self-serve tools and guides.
This role is based in the Community Energy & Customer Engagement Team within the Connections Directorate of our Electricity Distribution (NGED) business. You will collaborate closely with the Connections team and various stakeholders across NGED to develop relevant content, translating technical information into accessible content for multiple channels.
You will develop customer engagement plans, create guidance documents and digital scripts, and act as the primary contact for our website and creative teams to ensure customer needs are reflected in digital resources.
The ideal candidate is passionate about customer experience, eager to contribute to the UK’s net zero goals, and committed to reforming the customer connection experience through stakeholder engagement and innovative resource development.
Qualifications and Requirements
* Good educational background, with GCSEs in English (Grades A-B/5-9) and Maths (Grades A-C/4-9); a degree in Content Creation, Communication, Journalism, Marketing, Creative Writing, or similar is preferred. Evidence of qualifications will be required prior to appointment.
* A full driver’s license is essential.
Working Arrangements
This role offers a hybrid working model combining office and home working, subject to business needs and after initial training. Occasional travel may be required.
Main Responsibilities
Resource Development
* Create scoping documents to determine content needs.
* Coordinate with Corporate Affairs to articulate content requirements.
* Identify target audiences and tailor materials accordingly.
* Source and develop engaging, accurate content for guides, FAQs, articles, blogs, and social media.
* Maintain an editorial calendar and ensure timely delivery of content.
Analysis of Data
* Use performance data and audience research to improve content strategies.
* Track content performance and derive insights for continuous improvement.
Stakeholder Engagement
* Identify key teams and establish effective collaboration processes.
* Build strong relationships to deliver customer-focused solutions.
* Gather insights and information from colleagues to inform content creation.
Candidate Profile
Excellent writing and communication skills, ability to simplify complex information, and experience in digital content creation are essential. Proven ability to produce articles, guides, and blogs, with a portfolio of published work, is required. Knowledge of the UK electricity sector is a plus.
Additional Information
Strong influencing skills, project management abilities, and proficiency in MS Office are crucial. This role is subject to background checks and safeguarding vetting.
About Us
National Grid Electricity Distribution (NGED) manages the electricity networks for the Midlands, Southwest England, and South Wales, serving over 8 million people. We are committed to an inclusive workplace and a sustainable energy future, focusing on renewable, low-carbon solutions to meet future demand.
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