Customer Experience Performance Lead

Job Title - Customer Experience Performance Lead

Location - ScottishPower HQ, Scotland (Hybrid working with regular travel across SP Energy Networks operational locations)

Salary + benefits - £55,000 - £68,750 per annum

Closing date – 4th November 2026

Help us create a better future, quicker

This is an exceptional opportunity to shape how customer experience is understood and improved across SP Energy Networks. As Customer Experience Performance Lead, you will drive measurable improvement in customer outcomes and regulatory performance across our Customer Service Directorate.

This visible role sits within our newly repurposed Performance, Reporting & Insight function, where you will translate the voice of the customer into operational action. Working across districts and operational teams, you will identify emerging risks, establish business impact, and coordinate cross-functional improvement activity through to implementation.

With regular visibility across operational locations, you will build relationships, gain familiarity with how work is delivered in practice, and maintain momentum on actions that matter. This role offers the chance to join a newly formed department and make a significant impact on customer performance from day one.

What you'll be doing

You will take ownership of customer experience performance and regulatory outcomes, monitoring performance across customer journeys and operational areas. Through clear evidence and insight, you will identify emerging risks and opportunities, ensuring focus remains on the issues with the greatest customer and business impact.

Building effective relationships with districts and operational teams is central to your success. You will spend time in operational areas to gain awareness of processes and constraints that data alone cannot reveal, using evidence to enable and constructively engage operational managers while maintaining focus on delivery.

Presenting performance, insight and recommendations to operational and senior stakeholders will be a key part of your role. You will facilitate workshops, working groups and performance conversations that create clear outcomes and drive action. When process, behavioural or service issues affect customer outcomes, you will coordinate improvement efforts. This means establishing the scale and impact of issues, bringing the right teams together, developing practical recommendations, and overseeing delivery through to benefit realisation.

Working closely with the Data team, you will define requirements and develop a clear evidence base for action. Using customer feedback, operational data, root cause evaluation and performance insight, you will move conversations beyond cases to identify repeatable patterns and anticipate where intervention is required. As a recognised voice of the customer across SP Energy Networks, you will represent the Customer Service Directorate in cross-functional forums, projects and improvement programmes, ensuring customer impact is understood within operational planning and process design.

You will establish clear governance for customer experience actions and improvement plans, ensuring every action has a named owner, target date, expected outcome and appropriate evidence of completion. Tracking progress, removing barriers and providing concise updates to senior stakeholders will keep momentum strong. Enabling the directorate to interpret and act on customer-related regulatory requirements as the business transitions from ED2 to ED3 will be essential.

You will translate requirements into clear operational priorities, identify delivery risks and help develop plans that improve performance and provide robust evidence of delivery. During storms, major incidents and business-critical events, you will take an engaged role, ensuring the customer perspective and relevant performance insight inform operational planning and prioritisation.

What you'll bring

You will bring proven experience in customer experience, performance management or operational improvement within a regulated or customer-focused environment. Your background will demonstrate your capability to use data, insight and root cause evaluation to identify issues and drive measurable improvement. You will have experience working across multiple teams or districts, building relationships and influencing stakeholders outside your direct control to deliver results.

Your ability to present complex information clearly to senior stakeholders and operational teams is essential. You will be comfortable facilitating workshops, guiding performance conversations and adapting your approach to different audiences while maintaining evidence-based dialogue. Experience in establishing governance, tracking actions and holding teams accountable for delivery will be important, as will your capability to translate regulatory requirements or business priorities into practical operational plans.

You will demonstrate strong methodical skills, with the ability to work effectively with data teams to define requirements and interpret performance trends. Your experience should include identifying process or service issues, developing recommendations and overseeing implementation through to completion.

You will be comfortable spending time in operational environments, gaining familiarity with how work is delivered in practice and building credibility through visible presence and practical assistance.

A proactive, hands-on approach is essential. You will be comfortable working in a newly formed team, taking initiative and shaping how the function operates.

Your ability to maintain momentum on multiple priorities, remove barriers and escalate appropriately will ensure progress continues. You will bring resilience and flexibility, particularly during operational incidents or periods of high demand, where your contribution will be critical to maintaining customer focus.

What's in it for you

As well as an attractive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action -- our benefits are designed to help you do just that - so that you have everything you need to take care of your world -- today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Equity Plans
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing assistance
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's goal to be Net Zero by 2044. And we're taking it very seriously. We're investing >£5.5 billion into our transmission network, directly enabling the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a focus on developing our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Along with our values, they bring us into a stronger, more sustainable business with direct links to the communities we serve. It takes all types of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

We are committed to providing reasonable adjustments or assistance in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related assistance. If you need assistance, please reach out to careers@scottishpower.com.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT

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We are one of the main energy companies in the world, a leader in renewables, which champions the energy transition towards a low-emissions economy. We supply energy to nearly 100 million people in dozens of countries and develops its renewable, network and commercial activities in Europe (Spain, the United Kingdom, Portugal, France, Germany, Italy and Greece), the United States, Brazil and Australia and maintains markets such as Japan and Poland, among others, as growth platforms.
Do you want to be part of the energy of the future? Do not hesitate, join us!

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