Title:  Head of Customer Oversight & Experience

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 looking for a senior leader to build and run our Customer insight and experience system. This role brings together journey standards, customer voice, trust measurement, performance reporting and cross functional oversight.

You will be responsible for leading a central team and collaborating with embedded CX managers and improvement leads throughout the organisation. Your role will be to ensure that insights are turned into actions, improvements are prioritised, and customer outcomes and trust are consistently and measurably enhanced.

You will also lead the evolution of our predictive insights and journey standards and help shape how the organisation designs and delivers customer experiences.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home as well as offering flexible working arrangements.

About us

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.

Your energy, Your future, together.

About the National Energy System Operator (NESO)

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.

Key Accountabilities

This role leads the organisation’s customer insight, experience, and oversight functions, ensuring that customer intelligence drives meaningful action and that standards, governance, and accountability are consistently applied across the business. You will transform how the organisation understands, manages, and improves customer experiences while providing oversight to maintain quality, consistency, and strategic alignment. Other key responsibilities include:

• Own and evolve the customer insight framework, integrating multiple data streams to provide predictive, actionable intelligence and governance oversight.
• Translate insight into decisions and cross-functional action, ensuring consistent standards and accountability across the organisation.
• Define and evolve customer experience standards and journey expectations to drive continuous improvement and ensure adherence to governance.
• Support functions and embedded CX managers in designing, sequencing, and improving journeys, while monitoring compliance and performance.
• Lead and evolve the trust index, enterprise scorecards, and oversight processes, linking metrics to predictive analytics and forward-looking measures.
• Track outcomes, improvements, and emerging issues, guiding organisational decision-making and ensuring cross-functional alignment.
• Build and develop the central CX, insight, and oversight team, while promoting capability, customer literacy and a culture of accountability across local teams.

About you

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who has:

• Senior expertise in customer insight, experience, service design, or related fields.
• Ability to turn complex data and insight into actionable, business-focused recommendations.
• Strong influencing and facilitation skills, able to align stakeholders and engage senior leaders with impact to influence and drive change.
• Experienced in leading transformation, building standards, and adapting models to complex, legacy environments.
• Skilled at developing high-performing teams and embedding sustainable change
• Energy sector experience desirable.
  
  

Research shows that some people may hesitate to apply unless they meet every requirement. At NESO, we believe potential comes in many forms and we’re committed to a fair, inclusive recruitment process where everyone can show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds to build a workforce that feels valued and respected and represents the communities we serve.

What you'll get

A competitive salary between £80,000 - £90,000pa – dependent on capability.

As well as your base salary, you will receive a car allowance, a bonus of up to 20% of your salary for stretch performance, private medical insurance, 28 days annual leave as standard and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
  
  

More Information

This role closes on 11th January 2026 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

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 difference people can 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. 

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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