Head of customer management

Interim Head of Customer Management - Electricity Transmission

Location: Warwick, UK (Hybrid Working)
Contract: Interim Assignment until 31 August 2026
Business Area: Electricity Transmission
Salary: Competitive Day Rate

About the Role

The UK's journey to Net Zero is driving unprecedented demand for electricity transmission connections. As renewable generation, energy storage, data centres, interconnectors and major industrial customers seek access to the transmission network, the volume and complexity of customer projects continues to grow at pace.

We are seeking an exceptional Head of Customer Management to lead our customer strategy, stakeholder engagement and commercial performance across Electricity Transmission. This is a high-profile leadership role with responsibility for shaping the customer experience, influencing industry reform, and ensuring our connections process is fit for a Net Zero future.

Reporting into the senior leadership team, you will provide strategic direction across the business, championing a customer and stakeholder-centric approach while balancing the needs of individual customers with the long-term interests of the wider network and industry.

You will lead a highly skilled team responsible for managing customer relationships across the end-to-end connections journey, delivering licensed and unlicensed revenue targets, improving regulatory performance, and driving transformational change across the organisation and wider industry.

What You'll Be Doing

As Head of Customer Management, you will:

• Develop and deliver Electricity Transmission's customer experience strategy and transformation roadmap.
• Lead a team providing a seamless end-to-end customer experience across all customer projects and technologies.
• Ensure customer insight and stakeholder feedback directly influence strategic priorities and operational decision-making.
• Lead the management of customer escalations, concerns and complaints, ensuring timely and effective resolution.
• Drive performance against regulatory incentives, including Quality of Connections and Timely Connections measures.
• Ensure compliance with all relevant connection licence obligations.
• Lead strategic relationships with key industry stakeholders including regulators, system operators, government bodies, trade associations and major customers.
• Represent the business at senior industry forums, customer events and stakeholder meetings.
• Lead industry-wide collaboration to reform and modernise the connections process, ensuring it supports the transition to Net Zero.
• Drive the adoption of digital tools, systems and new ways of working that improve customer outcomes and operational efficiency.
• Oversee the delivery of licensed connection projects and growth of the unlicensed revenue portfolio, including consultancy, capital and maintenance services.
• Ensure strong collaboration across the wider organisation to deliver outstanding customer outcomes and commercial value.
• Champion a culture of continuous improvement, innovation and customer focus across the business.

What We're Looking For

You'll be an experienced senior leader with a proven track record of delivering customer, commercial and transformation outcomes within a complex and highly regulated environment.

Essential Experience

• Degree qualified or equivalent professional experience.
• Significant experience in customer management, stakeholder engagement and relationship management.
• Strong commercial leadership experience, including managing major customer relationships and contractual performance.
• Demonstrable success leading large-scale business transformation and change programmes.
• Experience leading cross-functional teams within large, complex organisations.
• Extensive experience influencing and engaging executive-level stakeholders.
• Strong understanding of customer experience strategy, performance improvement and organisational change.
• Experience using data, insight and customer intelligence to inform strategic decision-making.
• Proven ability to build trusted relationships across internal and external stakeholder groups.
• Excellent communication, influencing and negotiation skills.

Desirable Experience

• Deep knowledge of the UK energy sector and electricity transmission industry.
• Understanding of energy regulation, market arrangements and future industry developments.
• Experience working with regulators, government bodies and industry forums.
• Knowledge of RIIO frameworks, customer incentive mechanisms and stakeholder engagement requirements.
• Experience delivering digital transformation programmes.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy. We put expertise, energy, and passion into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an all-encompassing environment that helps them thrive.

Candidates will ideally show evidence of the above in their CV to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Pontoon is an employment consultancy and operates as an equal opportunity's employer.

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