Title:  Customer Experience Design lead

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.

The CX Design Lead is responsible for shaping and embedding a clear, consistent view of the end-to-end customer journey experience across the business. This role leads the creation and evolution of journey models, identifying key interdependencies and opportunities to enhance service design and improve customer outcomes.

Acting as a central strategic support, the role collaborates with CX Insight, Improvement, and Oversight teams to ensure customer closeness, visibility, and experience are embedded in operational thinking and transformation activity.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as 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.

energy, our 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

• Journey Modelling & Mapping: Develop and maintain clear end-to-end journey models that represent the customer experience across segments, services, and channels. Identify pain points, hand-offs, duplication, and interdependencies.
• CX Design Leadership: Provide design expertise to business units and change programmes to support customer-centric service design and improvement. Ensure that customer journeys are shaped around real needs, preferences, and expectations.
• Cross-Business Collaboration: Act as the central CX design contact point for directorates, offering support and challenge to ensure journeys reflect intended outcomes and deliver measurable value.
• Strategic Alignment: Align journey models with the organisation’s North Star strategy, service standards, and transformation priorities. Work closely with CX Insight and Oversight leads to integrate findings and feedback into actionable design decisions.
• Customer Closeness: Help ‘bring the customer to life’ internally, creating compelling visual and narrative artefacts, stories, and tools that help teams across the business understand and empathise with customer needs.
• Targeted Improvements: Contribute to targeted customer experience improvements by translating insight and oversight into design opportunities. Support prioritisation based on impact, effort, and alignment with business goals.

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• Governance & Standards: Promote best practice in CX design and modelling, ensuring consistency and integrity in approach, while adapting for business context and maturity. Contribute to CX frameworks, playbooks, and training.
• Capability Building and Coaching: Act as a catalyst for capability uplift across the organisation by training and coaching colleagues in customer experience (CX), service design, and continuous improvement methodologies. Champion best practices and foster a culture of learning and experimentation. Provide hands-on support to teams embedding CX tools (e.g., journey mapping, persona development, service blueprinting) and improvement frameworks (e.g., Lean, Agile, Six Sigma), ensuring consistent application and growing internal confidence and maturity.

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:

Essential:

• Strong experience designing or modelling customer journeys at an enterprise level
• Proven ability to interpret customer insight and translate into design improvements
• Strong service design and/or CX methodology knowledge (e.g., journey mapping, personas, blueprints)
• Ability to engage and influence cross-functional stakeholders
• Visual and storytelling skills to bring journeys and customer needs to life
• Strong strategic thinking and systems-level understanding of complex services
• Systems Thinking background and methodology

Desirable:

• Experience working in a regulated or B2B service environment
• Familiarity with CX tools and platforms (e.g., Smaply, Miro, Qualtrics, etc.)
• Background in UX, service design, business architecture, or transformation

What you'll get

A competitive salary between £61,000 - £66,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus based on company performance, 26 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 31st August 2025 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. Interviews will be held 2nd or 3rd week in September

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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