Customer Experience and Insight Manager

• Lead the development of a single, data-driven view of customer service performance, integrating feedback, operational data, and regulatory outcomes.
• Shape and embed customer experience strategies to improve satisfaction, loyalty, and advocacy, translating insights into actionable improvements.
• Provide rapid reporting and clarity during storm response and major events, supporting confident decision-making under pressure.
• Oversee governance for the Customer Service Directorate, including risk management, regulatory obligations, and budget control.

This role ensures that customer voices shape decisions and drive continuous improvement in energy delivery, contributing to a more reliable, customer-centric, and sustainable energy network for millions.

• Experienced leader in customer experience, performance insight, or operational reporting with a track record of improving customer satisfaction.
• Confident working with complex data sets and modern visualization tools to turn insight into action.
• Strong stakeholder influencing skills, financial awareness, and experience with regulatory reporting, risk, and quality frameworks.
• Passionate about customers and using insight to drive better outcomes.

Salary: £55,200 - £69,000 per annum + annual bonus (up to 15%) + single cover healthcare. Benefits include: 36 days annual leave, holiday purchase, share schemes, payroll giving and charity matched funding, technology vouchers, electric vehicle schemes, cycle to work, public transport season ticket loans, healthcare options (dental, private medical, health cash plan, health assessments), life assurance (4x salary), financial wellbeing support, and shopping/leisure/gym discounts.

ScottishPower, part of the Iberdrola Group, is a world leader in wind energy and one of the world's largest integrated utility companies, committed to generating all energy from renewable resources and investing over £6m every working day to achieve Net Zero.