Customer Journey Manager

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.

About the role

We're looking for a customer-focused, analytical, and results-driven Customer Journey Manager to shape and optimise our end-to-end customer experiences. This pivotal role ensures every interaction-across digital and physical touchpoints-is seamless, efficient, and delivers exceptional satisfaction for National Grid Electricity Distribution customers.

Reporting to the Head of Customer Experience, you'll work cross-functionally to identify friction points, design solutions, and implement initiatives that enhance customer satisfaction and improve key performance measures. This strategic position blends customer insight, service design, stakeholder engagement, and regulatory awareness, ensuring alignment with Ofgem obligations, 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 with approximately 3 days per week in the office.

Ideally based in Bristol, Castle Donington, or Cardiff, we welcome applicants from across our licence areas. Travel to sites and depots will be required.

What you will do

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-especially for customers with additional needs.
• Collaborate with digital, operational, and field teams to co-design inclusive and efficient service experiences.
  
  

Process & Service Improvement

• Partner with field operations, customer service, and product teams to redesign processes that reduce friction and improve efficiency.
• Apply Lean, Six Sigma, or service design methodologies to streamline workflows and eliminate waste.
• Lead root cause analysis and continuous improvement workshops (e.g., Kaizen, Design Thinking sprints).
  
  

Change Management & Implementation

• Develop business cases for journey improvement initiatives, including ROI analysis and resource planning.
• Manage cross-functional projects from ideation to implementation, ensuring alignment with strategic goals.
• Drive adoption of new processes, tools, and behaviours through training, communication, and stakeholder engagement.
  
  

Strategic Leadership

• Contribute to the development of the overall customer experience strategy and roadmap.
• Serve as a subject matter expert and advocate for customer-centric thinking across the organisation.
• Benchmark against industry best practices and emerging trends to keep the organisation at the forefront of CX innovation.
  
  

About you

• Proven experience as a Customer Journey Manager (or similar role), with expertise in journey mapping and customer experience design-covering both physical and digital touchpoints.
• Demonstrated success in leading customer journey improvement initiatives with measurable impact, ideally within a complex organisation with distributed operations.
• Bachelor's degree in Business, Marketing, Psychology, Service Design, or related field
• Exceptional stakeholder management skills-able to build trust and influence across diverse teams, including field operations and contact centres.
• Certification in Lean Six Sigma, CXPA, or Design Thinking is desirable
• Skilled at facilitating change collaboratively, involving people in the process and communicating the why behind improvements.
• Confident in gently challenging existing practices to uncover root causes and drive better outcomes.
• Comfortable working cross-functionally, including with IT and digital teams, to deliver seamless solutions.
• Strong interpersonal and communication skills, with the ability to connect with people at all levels and avoid friction.
• Deep understanding of customer needs and behaviours, with a customer-first mindset.

What we can offer you

A competitive salary of £61,000 - £74,000 dependent on experience.

Plus:
Annual performance incentive of up to 30% of eligible earnings
28 days annual leave, plus eight statutory days in addition to the option to buy additional or sell holiday days every year
A generous contributory pension scheme - we will double match your contribution to a maximum company contribution of 12%

Employer funding towards a portion of your private medical insurance
Life Insurance 10 x base salary
Financial support to help cover the cost of professional membership subscriptions.
Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days).
Access to apps which support health, fitness, and wellbeing.
Career development, ongoing training and support, career progression and plenty of opportunity to progress!

Furher information

This role closes on 18 January 2026, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary. National Grid's recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.

At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the unique differences people bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation that comes with having diverse teams and business need. We are committed to building a workforce that is representative of the communities we serve and provide a working environment where everyone feels valued, respected, fairly treated, and able to reach their full potential. #LI-HYBRID #LI-SC1