Our Distribution System Operator (DSO) is planning the innovative and flexible electricity system of the future, making sure we have the right network in place for our customers with smart investment at the pace and scale that allows us to use all available capacity. We know that our customers’ electricity use is changing and the speed of change will only accelerate.
Our DSO is continuing to develop the capability to take a more strategic, long-term view about how and where we invest to meet significant growth in demand. To ensure this investment is in the right place, at the right time, it’s essential that we engage effectively with our customers and stakeholders, to understand their needs for the future, and ensure the network evolves to meet those needs.
This role will be setting the standard of how we engage with customers and stakeholders, and ensure we outperform our RIIO ED-2 stakeholder commitments in the DSO. Working across DSO and wider teams with Electricity Distribution (ED), the role holder will think strategically to develop and own the customer and stakeholder experience in DSO to drive up levels of stakeholder satisfaction. They will lead on the transition to a stakeholder-led business managing outcome focused engagements to obtain the insight needed to act upon and make value-added change. Translating strategic needs and priorities from insight (data driven) into a planned and prioritised programme leading to the efficient running of the end-to-end customer and stakeholder experience.
This is a hybrid role with a mix of home and office based work, offices are located across the Midlands, South West and South Wales. The base location is flexible and you will be expected to travel regularly across NGED sites.
Depending on experience, you may initially be appointed on a lower salary until all relevant courses and training are complete.
About UsWe’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
Own the DSO stakeholder strategy and initiatives roadmap to drive improved stakeholder satisfaction
Working across ED bringing teams together to translate customer and stakeholder needs into a planned and prioritised stakeholder improvement roadmap through improved ways of working, data, processes and technology
Lead the DSO stakeholder incentive (max DSO incentive reward £14m per annum), developing the strategy for surveying, managing the survey supplier and submissions to Ofgem
Ensure there is a robust survey feedback, and action planning process in place, to drive value-added change from survey insight
Develop and own a coordinated DSO stakeholder map and engagement plan, documenting the different customer and stakeholder personas that interact with DSO
Sets and leads a plan for strategic level engagement, working closely with Corporate Affairs, with an aim to build the DSO’s reputation as a thought-leader
Lead and development all of DSO’s external engagement events such as the Future Electricity Series, working closely with Corporate Affairs and external agencies
Supports delivery of digital systems across DSO (e.g. Tractivity) including ongoing optimisation of the platform to drive stakeholder insight and value
The Ideal CandidateKnowledge & Experience
Expert knowledge of stakeholder engagement tools and techniques
Expert knowledge of managing complex stakeholder relationships and experience in implementing influencing and engagement strategies
In-depth experience of working with and influencing key internal stakeholders in a large, complex organisation, working in a collaborative manner to reach shared objectives
Demonstrable passion for improving stakeholder experience
Experience of energy network regulation is desirable
Experience of using and implementing SRM systems, with a strong understanding of stakeholder insight to drive commercial value
Skills
Able to think and act strategically as well as tactically
Delivery focused with project management experience of embedding and sustaining new approaches to the way people work
Excellent written skills and a strong communicator
Strong external mind-set – able to deal with the complexity of the energy sector and understand the competitive regulatory landscape
Strong analytical capability with an ability to turn insight to action
Proven people manager with a commitment to team development and capability-building
Drivers licence required
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.
About The CompanyJoining 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:
26 days paid leave plus 8 bank holidays, up to 28 days with continuous service
Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%)
Annual Share Save plan
Contributory private healthcare scheme 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.
