Job Description

Job Introduction

We have an exciting opportunity for a Customer Journey Project Manager based at Castle Donington.


We are looking for a highly organised and customer-focused Customer Journey Project Manager to join our team and support the transformation of customer experiences across our electricity distribution services. Working alongside Customer Journey Improvement Leads, you will manage the delivery of initiatives that enhance how customers interact with us--whether during planned outages, fault resolution, new connections, or vulnerable customer support.


Reporting to the Head of Customer Experience, this role is critical to ensuring that our customer journeys are efficient, empathetic, and a key part of the role is driving engagement and collaboration across departments to ensure customer journey improvements are embedded consistently and sustainably across the business


You will play a key role in aligning customer experience initiatives with regulatory obligations under Ofgem, including the Consumer Vulnerability Strategy, Guaranteed Standards of Performance (GSOP), and RIIO-ED2 outcomes.


As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.


Main Responsibilities

Deliver Customer Journey Projects

Own the end-to-end delivery of customer journey improvement initiatives, ensuring they are completed on time, within scope, and aligned with NGED's strategic and regulatory objectives. Responsible for prioritising, implementing and driving improvements under a journey governance framework. Engage with stakeholders at all levels, including journey owners and Senior Leadership Team (SLT) members, to ensure alignment and support for journey improvements. Draft clear and concise documentation and compile detailed business cases to support and promote improvements to the customer journey under their management.

Translate Insights into Action

Work in partnership with Customer Journey Managers to convert journey mapping insights into actionable, measurable improvements that enhance customer outcomes.

Drive Cross-Functional Collaboration:

Lead engagement with internal teams (e.g., Operations, Contact Centre, Digital, Vulnerability team) to ensure coordinated and consistent delivery of customer-focused changes.

Champion Customer-Centric Design

Ensure all project outputs are grounded in customer insight and feedback and deliver tangible improvements to customer experience.

Ensure Regulatory Compliance

Maintain alignment with Ofgem's RIIO-ED2 framework, GSOP standards, and NGED's Customer Value Proposition throughout project delivery.

Manage Risk and Performance

Proactively identify and manage project risks and issues, and ensure timely reporting of progress, outcomes, and benefits to senior stakeholders.

Embed Continuous Improvement

Identify and implement opportunities to improve project delivery processes and embed a culture of continuous improvement across customer journeys.

Typical Outputs

Governance Documentation:

Create clear, concise documents aligned with the journey governance framework to support improvement initiatives. This includes briefs, stakeholder maps, business cases, and reviews--version-controlled and change-managed.

Benefits Tracking:

Partner with the Heads of Insight & Strategy and CX Transformation to measure and report customer benefits per journey. Share insights with the Customer Board to guide strategic decisions.

Improvement Recommendations:

Provide evidence-based improvement proposals using customer insights and performance data. Each should include a clear plan and defined benefits case.

Status Presentations:

Deliver regular journey updates covering current improvements, performance trends, and future plans, tailored to various audiences.

Communications Support:

Collaborate with internal comms to contribute content and insights that align with each journey's communications plan, ensuring clear and consistent messaging.



The Ideal Candidate

You will have proven experience in project management, ideally within a regulated utility or infrastructure environment. A strong understanding of customer journey mapping, service design, and continuous improvement. You will have excellent communication and stakeholder management skills along with familiarity with DNO operations and regulatory frameworks (Ofgem, RIIO-ED2).


Proficient in in project management tools such as MS Project, Jira or equivalent with a relevant qualification in PRINCE2, AgilePM, or APM PMQ.


Along with the above requirements it wil be beneficial if you have:

Experience working with vulnerable customer strategies or digital transformation in the energy sector. Bachelor's degree in Business, Marketing, Psychology, Service Design, or related field (Masters preferred)

Travel to other locations on an occasional basis forms part of the role and therefore holding a UK driving licence will be beneficial.


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.


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About The Company

Joining 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:

Annual performance related bonus 28 days Annual Leave plus 8 Bank Holidays Competitive contributory pension scheme (we double match your contributions up to a maximum of 12%) Annual Share Save plan Contributory healthcare 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.


About Us

We'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.