Application Guide

How to Apply for Customer Experience and Insight Manager

at Iberdrola

🏢 About Iberdrola

Iberdrola is a global leader in renewable energy, driving the clean energy transition with a strong commitment to sustainability and ethical practices. Working here means contributing to a purpose-driven mission while being part of a company that values innovation and customer-centricity. The UK division offers a dynamic environment where your insights directly shape customer experiences in a rapidly evolving energy landscape.

About This Role

As the Customer Experience and Insight Manager, you will own the strategy for measuring and improving customer satisfaction across all touchpoints. Your work will directly influence how the company responds to customer needs, especially during critical events like storms, ensuring decisions are data-driven and customer-focused. This role is pivotal in embedding a customer-first culture within Iberdrola's UK operations.

💡 A Day in the Life

A typical day starts with reviewing real-time customer service dashboards and identifying performance trends. You'll meet with the Customer Service Director to align on strategy, then collaborate with data analysts to refine reporting for an upcoming storm season. After lunch, you might present insights to the regulatory team on how customer feedback aligns with compliance targets, followed by a workshop with frontline teams to brainstorm improvement initiatives.

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🎯 Who Iberdrola Is Looking For

  • A seasoned leader with 5+ years in customer experience, performance insights, or operational reporting, ideally in energy or utilities.
  • Proficient in data visualization tools (e.g., Power BI, Tableau) and comfortable integrating diverse data sources (feedback, operational, regulatory) into actionable insights.
  • Skilled at influencing senior stakeholders and cross-functional teams, with a track record of driving customer satisfaction improvements.
  • Financially savvy, with experience in budget management and regulatory reporting (e.g., Ofgem requirements).

📝 Tips for Applying to Iberdrola

1

Highlight specific examples of how you've used data to improve customer satisfaction metrics (e.g., NPS, CSAT) in previous roles.

2

Tailor your CV to emphasize experience with storm response or crisis management reporting, as this is critical for the role.

3

Showcase any familiarity with UK energy regulatory frameworks (e.g., RIIO, Guaranteed Standards of Performance) to demonstrate industry knowledge.

4

In your cover letter, mention a specific project where you turned complex data into a simple, actionable story for leadership.

5

Prepare a portfolio of dashboards or reports you've created that drove business decisions, and be ready to discuss their impact.

✉️ What to Emphasize in Your Cover Letter

['Your passion for using customer insights to drive tangible improvements in satisfaction and loyalty.', 'Experience leading cross-functional teams to embed customer-centric strategies in a regulated environment.', 'Specific examples of managing risk, governance, or budget in a customer service context.', 'Your ability to provide clear, rapid reporting under pressure, especially during major events.']

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Review Iberdrola's latest sustainability report and customer service commitments (e.g., on their UK website).
  • → Understand the UK energy market regulatory landscape, especially Ofgem's standards and recent changes.
  • → Look into Iberdrola's recent customer satisfaction scores (e.g., from Ofgem's annual reports or press releases).
  • → Familiarize yourself with their smart meter rollout and digital transformation initiatives in customer service.

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 How would you approach integrating disparate data sources (e.g., call logs, survey feedback, operational data) to create a single view of customer performance?
2 Describe a time you influenced a senior leader to change a strategy based on customer insight.
3 How do you ensure regulatory compliance while still improving customer experience?
4 Walk me through how you would design a dashboard for storm response that supports real-time decision-making.
5 What metrics would you prioritize to measure customer experience in an energy company, and why?
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⚠️ Common Mistakes to Avoid

  • Submitting a generic application without referencing specific challenges in the energy sector or Iberdrola's mission.
  • Focusing only on technical data skills without demonstrating leadership and stakeholder management experience.
  • Ignoring the importance of regulatory and risk governance; failing to mention how you've handled compliance in past roles.

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Iberdrola!

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