Customer Insights and Oversights Manager - NESO

About the role

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

We are seeking a creative, resourceful, and data-savvy CX Insight & Oversight Manager to drive the development of a scalable and pragmatic customer insight and experience oversight framework. This role is central to helping the organisation move from a fragmented and siloed view of the customer to a more cohesive, data-informed understanding of experience, performance, and emerging risks.

You will work with limited and often informal data sources to build “something out of nothing” — helping the business track customer change, surface priority improvements, and hold the mirror up on what is and isn’t working for customers.

As the organisation’s data capability matures, you will also shape the longer-term strategy for integrating advanced insights, driving consistency in CX measurement and building a system of feedback that powers meaningful change.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.

energy, our future, together.

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.

Build and Deliver CX Oversight Framework

• Design and implement a pragmatic, flexible framework for tracking customer experience performance across journeys and segments.
• Consolidate existing fragmented data, feedback, and anecdotal insight into usable reporting and storytelling outputs.
• Create recurring internal reports and dashboards that highlight pain points, progress, and emerging customer risks.

Insight & Impact

• Build prioritised lists of customer improvements based on insight and feedback, feeding into wider CX and transformation agendas.
• Work with CX Design Lead to ensure insights inform journey design, segmentation models, and service improvements.
• Provide regular updates to senior stakeholders, presenting evidence-based assessments of performance and opportunity.
• Championing Data Governance and Risk Practices Lead and support data governance activities in alignment with BDUG standards, including data quality, cataloguing, classification,…