Title:  Customer Segmentation Manager

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 Segmentation & Advocacy Manager, you will lead the development and ongoing management of customer segmentation and value-based models that provide the business with a clear, actionable understanding of the customer base. Your expertise will enable a shift from product-led approaches to a more nuanced, customer-centric view — joining the dots across customer activity, feedback, and insights to uncover emerging risks, growth opportunities, and service gaps.

You will own segmentation strategy, ensuring it is grounded in robust data and enriched by targeted outside-in insights gathered from a network of customer advocates and internal feedback channels. This role plays a critical part in driving customer closeness by helping the business to better understand and act on evolving customer needs across horizontal and vertical dimensions.

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

• Lead the design, creation, maintenance, and continuous refinement of customer segmentation and value segmentation models that accurately reflect the diversity and dynamics of the customer base.
• Integrate multiple data sources, including CRM systems, qualitative feedback, anecdotal insights, and external market intelligence to build a comprehensive, living segmentation view
• Develop and implement a comprehensive advocacy strategy to amplify the customer voice within the organisation.
• Lead and manage a small team of segment advocates, providing guidance, support, and development opportunities.
• Foster a culture of customer advocacy by promoting the importance of customer feedback and insights across the organisation.
• Coordinate and oversee the activities of segment advocates to ensure consistent and effective customer engagement.
• Collaborate with segment advocates to gather and synthesise customer insights, ensuring they are integrated into business strategies and decision-making processes.
• Monitor and evaluate the performance of the advocacy program, making adjustments as needed to enhance its effectiveness and impact.
• Coordinate the collation and synthesis of insights from across the business to create a single, regular stream of updates highlighting customer trends, emerging risks, and opportunities.
• Develop and present actionable segmentation strategies that influence business planning, prioritisation, and customer engagement approaches.

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• Work cross-functionally to ensure segmentation insights shape marketing, product development, service design, and operational decisions — moving beyond siloed, product-led perspectives.
• Build and maintain strong relationships with data, analytics, CRM, and customer insight teams to improve data quality, availability, and analytical rigor
• Monitor segmentation performance and usage, providing ongoing evaluation of its business value and areas for enhancement 
• Support the wider Customer Advocacy & Management leadership in articulating the customer segmentation story to senior stakeholders and business units.

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 experience as a customer segmentation specialist or in a closely related analytical or strategy role.
• Strong understanding of value-based segmentation principles and practical application within a complex business.
• Advanced skills in data analysis and modelling tools (e.g., SQL, Excel, Python, R, or specialist segmentation software).
• Experience integrating qualitative and quantitative data sources into coherent, actionable customer views.
• Ability to synthesise disparate data and insights into clear narratives and strategic recommendations.
• Excellent stakeholder management skills — comfortable working across multiple teams and influencing senior leaders.
• Experience working within CRM platforms and leveraging CRM data to inform segmentation.
• Strong communication skills — able to translate complex analysis into understandable and compelling stories.
• Knowledge of customer-centric business strategies and a passion for driving customer closeness.

What you'll get

A competitive salary between £70,000 - £75,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 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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