Title:  Customer Segment Lead - NESO

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.

As the Customer Segment Lead, you will be the voice of key customer segments within NESO. You will champion the needs, preferences, and challenges of specific customer groups—such as networks, owners & operators, investors—ensuring their perspectives are embedded in strategic decisions, service design, and regulatory compliance.

This role bridges customer insight, regulatory obligations, and business strategy to drive equitable, inclusive, and innovative customer outcomes.

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

Customer Advocacy & Representation

• Act as the internal champion for designated customer segments.
• Ensure customer needs are reflected in product development, service delivery, and policy decisions.
• Collaborate with regulatory teams to ensure compliance with customer protection standards.

Insight & Engagement

• Lead research and engagement initiatives to understand evolving customer needs.
• Develop personas, support journey maps, and create segment profiles & stakeholder influence diagrams to inform business planning.
• Facilitate customer panels, focus groups, and advisory forums.
• Represent NESO at forums and events, building segment insight and knowledge

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Strategic Influence

• Influence business strategy and investment decisions through customer-centric insights.
• Partner with product, digital, and operations teams to co-design solutions that meet segment needs.
• Monitor and report on customer outcomes, satisfaction, and equity of service.

Regulatory Alignment

• Ensure alignment with regulatory frameworks (e.g., Ofgem).
• Support regulatory submissions and audits with evidence of customer engagement and impact.
• abreast of policy changes affecting customer rights and protections.

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:

• Proven demonstrable experience in customer advocacy, customer experience, or stakeholder engagement.
• Background in regulated industries (preferably energy, utilities, or telecoms).
• Strong understanding of regulatory frameworks and requirements for customer engagement
• Excellent communication, facilitation, and influencing skills.
• Experience with customer research, data analysis, and insight generation.
• Passion for equity, inclusion, and delivering fair outcomes for all customers.
• Knowledge of energy market dynamics and decarbonisation trends.

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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