We have two exciting opportunities for a Customer Journey Manager based at Castle Donington. We’re looking for a someone who is customer-focused, analytical and results-driven to lead the design, optimisation, and continuous improvement of our end-to-end customer journeys. This pivotal role will ensure every interaction - across both digital and physical touchpoints - is efficient and enhances satisfaction for National Grid’s Electricity Distribution customers. Reporting to the Head of Customer Experience, you’ll work cross-functionally to identify pain points, develop innovative solutions and implement initiatives that improve customer satisfaction and key performance measures. This strategic position requires a strong blend of customer insight, service design expertise, stakeholder engagement and regulatory understanding. You will also play a key role in aligning customer experience initiatives with Ofgem regulatory requirements, including the Consumer Vulnerability Strategy, Guaranteed Standards of Performance (GSOP) and RIIO-ED2 outcomes. As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need. About Us We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses. National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand. Main Responsibilities Customer Journey Mapping & Service Design Map and analyse end-to-end customer journeys across key services (e.g. power cuts, connections, Priority Services Register). Identify pain points, accessibility barriers and opportunities for improvement - particularly for customers with additional needs. Collaborate with digital, operational and field teams to co-design inclusive, efficient and customer-friendly service experiences. Process & Service Improvement Work with field operations, customer service and product teams to redesign processes that reduce friction, increase efficiency and enhance customer satisfaction. Apply methodologies such as Lean, Six Sigma or service design to streamline workflows and eliminate waste. Lead root cause analysis sessions and continuous improvement workshops (e.g. Kaizen, Design Thinking sprints) with a strong customer focus. Change Management & Implementation Develop business cases for journey improvement initiatives, including ROI analysis and resource planning. Manage cross-functional projects from concept through to delivery, ensuring alignment with strategic objectives. Drive adoption of new processes, tools and behaviours through effective training, communication and stakeholder engagement. Strategic Leadership Support the development of the broader customer experience strategy and roadmap. Act as a subject matter expert and champion of customer-centric thinking across the organisation. Benchmark against industry best practices and emerging trends to keep the business at the forefront of customer experience innovation. The Ideal Candidate To succeed in this role, you’ll need a proven track record of leading customer journey improvement initiatives that have delivered measurable impact. You should be confident using journey mapping, customer research and data analysis tools such as Power BI, Qualtrics, Miro, and Excel. Certification in Lean Six Sigma, CXPA, or Design Thinking would be a strong advantage. Ideally, you’ll hold a degree in Business, Marketing, Psychology, Service Design or a related field - though a Master’s degree would be an added bonus. An understanding of the UK energy sector, including DNO operations and regulatory frameworks such as Ofgem, RIIO-ED2, GSOP and the Priority Services Register (PSR) would also be highly beneficial. Travel to other locations on an occasional basis forms part of the role and therefore holding a UK driving licence will be beneficial. National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check. LI-SH1 About The Company Joining the UK’s leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from: Annual performance related bonus 28 days Annual Leave plus 8 Bank Holidays Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%) Annual Share Save plan Contributory healthcare for you and your family Support via our Employee Assistance Programme, including musculoskeletal and physiotherapy services Free on-site parking at all our main sites Things you need to know As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. We anonymise all applications in our recruitment system so we can eliminate unconscious bias and be a workplace that reflects the community we serve. Hiring managers only have access to necessary information at interview stage. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.uk Recruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date. We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received, so it would be best to apply as soon as you can.