Head of Customer Experience

About us

National Grid Electricity Distribution (NGED) is the UK's largest electricity distribution company, powering over 25 million customers through 8 million connections across South Wales, South West, West Midlands, and East Midlands.

We're investing £7.5 billion over the next five years to help deliver the UK's net‑zero ambitions—creating capacity for 1.5 million electric vehicles and 600,000 heat pumps, while ensuring customers can connect to our network quickly and seamlessly.

We're offering an exceptional opportunity for a dynamic Head of Customer Experience to join our Customer Excellence team and lead a transformative journey. In this newly created role, you'll design and deliver a comprehensive end‑to‑end Customer Experience (CX) improvement programme, driving initiatives that redefine how we serve our customers and achieve our business objectives—particularly those outlined in our ambitious business plan.

This is a high‑profile, influential position where your impact will resonate across NGED, National Grid, and the wider energy sector. You'll need to bring credibility and gravitas at senior executive level, with the ability to inspire, influence, and lead change across a complex leadership structure. If you're passionate about customer excellence, motivated to play a pivotal role in the UK's transition to net zero, and experienced in steering large‑scale CX transformations, we want to hear from you.

Reporting directly to the Director of Customer Excellence and working closely with NGED's President's office and Operational Directors, you'll be the voice and leader of Customer Experience for the entire NGED business. You'll own and evolve the CX strategy, secure senior stakeholder buy‑in, and create a compelling vision that aligns with both our business commitments and the needs of our customers.

We offer flexibility for this role to be based at any of our offices within the West Midlands, East Midlands, South West, or Wales licence areas. Regular travel to NGED locations will be required.

As Head of Customer Experience, you'll be the driving force behind NGED's ambition to become the UK's #1 network operator for customer experience.

Your role will be pivotal in shaping and delivering a customer‑first culture across the organisation.

Key responsibilities include:

• Build and lead a new Customer Experience function that partners closely with our Customer Insight and Strategy team to champion the customer agenda across NGED.
• Design and implement an end‑to‑end customer journey framework covering all touchpoints—connections, faults, enquiries, complaints, digital, and PSR—ensuring simplicity and excellence.
• Transform the customer proposition, making interactions effortless and inclusive, with a strong focus on vulnerable customers.
• Leverage insight and data to measure, track, and improve customer experience, driving meaningful change across the business.
• Support digital transformation, ensuring technology enhances CX and delivers operational efficiency.
• Optimise channels to provide customers with choice and convenience while streamlining processes for NGED.
• Champion the voice of the customer, embedding insight‑led decision‑making at every level and influencing senior stakeholders to deliver strategic improvements.
• Lead cultural change, coaching and inspiring teams to embrace agile ways of working and innovative thinking.
• Deliver measurable impact, including achieving incentive targets (£10 m) and strategic goals through pilots, initiatives, and continuous improvement.
• Act as the CX subject matter expert, guiding executives and operational leaders to understand and act on customer insights.
• Collaborate across NGED, building trust and alignment with the President's office, Executive Board, and operational teams.
• Manage external partners and budgets, ensuring solutions deliver maximum value for customers and the business.
• Develop and empower teams, fostering a culture of collaboration, innovation, and customer focus.

We're looking for a visionary leader who combines strategic thinking with hands‑on delivery. You'll bring:

• Proven experience in leading…