Customer Experience and Insight Manager

Job Description:

Customer Experience & Insights Manager

Location: HQ Glasgow
Salary + benefits: £55,200 - £69,000pa + annual bonus (up to 15%) + single cover healthcare with a strong benefits package, and our excellent pension scheme, where we'll double match your contribution up to a company contribution of 10%.
Closing Date: Thursday 7th May

Help us create a better future, quicker

At SP Energy Networks, our customers are the spark that drive everything we do - their voices shape our decisions, their experiences guide our priorities, and their future inspires our ambition. We're searching for a Customer Experience & Insights Manager who can harness the power of customer insight and performance data to create meaningful, lasting change. In this role, you'll champion the customer at every turn, turning real stories and real feedback into action that transforms how we deliver energy to millions - today, tomorrow and far into the future.

What you'll be doing

You'll lead the development of a single, data driven view of performance across our Customer Service Directorate, bringing together customer feedback, operational performance, network insight and regulatory outcomes. Your work will ensure our leaders and teams have the right information, in the right format, to make informed decisions and drive continuous improvement.

You'll shape and embed customer experience strategies that improve satisfaction, loyalty and advocacy, translating insight into clear, deliverable actions across SPEN and our contract partners. You'll also lead external benchmarking activity, driving accreditation and award-winning performance, and supporting the delivery of multi £m in customer service incentives under our regulatory price control.

When it matters most, you'll be the steady hand behind our storm response and major events, bringing clarity, insight and rapid reporting that empowers confident decision-making under pressure. You'll also sit at the heart of governance for the Customer Service Directorate, shaping how we manage risk, regulatory obligations and budget control. As the connective force across our department, you'll help uphold strong governance in an engaging and positive way, while driving the brilliant, customer-first service that defines SP Energy Networks.

What you'll bring

You'll be an experienced leader in customer experience, performance insight or operational reporting, with a strong track record of delivering measurable improvements in customer satisfaction. You'll be confident working with complex data sets, using modern visualisation tools to turn insight into action.

You'll bring strong stakeholder influencing skills, financial awareness, and experience of regulatory reporting, risk and quality frameworks. Most importantly, you'll be passionate about customers and about the standards we expect, using insight to drive better outcomes. You will be serios about learning to make informed decisions, build relationships through credibility and be able to shape and drive practical across right across our business.

What's in it for you  

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.   

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include: 

 

* 36 days annual leave 

* Holiday Purchase - perfect your work/life balance with extra annual leave 

* Share Schemes 

* Payroll Giving and Charity Matched Funding  

* Technology Vouchers - save more and spread the cost of your technology purchases 

* Electric Vehicle Schemes - to help you transition to green/clean driving 

* Cycle to Work scheme and Public Transport Season Ticket Loans 

* Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments 

* Life Assurance (4x salary) 

* Access to Savesmart financial wellbeing support 

* Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more 

   

Why ScottishPower 

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation. 

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in. 

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to careers@scottishpower.com. 

Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date belowMay-8-2026