Customer Experience Lead AnalystScottishPower HQ, Glasgow, G2 5ADSalary - £53,280 - £66,600 per annum + Benefits Hybrid working can be offered, after successful completion of initial trainingHelp us create a better future, quickerAre you ready to make a significant impact on customer experience and drive performance to new heights?As the Customer Experience Lead Analyst at ScottishPower Energy Networks (SPEN), you will be at the heart of our mission to deliver exceptional Customer Satisfaction incentives. Your role will be pivotal in achieving maximum financial rewards and securing a top-ranking position among Distribution Network Operators (DNOs) in the UK.What you’ll be doingIn this role, you will be responsible for influencing and managing senior stakeholder relationships to drive performance across all teams within SPEN. Your focus will be on delivering incentives for BMCS (Broader Measure for Customer Service), MTM (Moments That Matter), Major Connections, and ICS (Institute of Customer Service). You will need to understand the drivers of customer satisfaction and work collaboratively with teams across the business to address issues and enhance performance.Your goal is to ensure SPEN meets its business plan commitments made to OFGEM, striving for maximum reward incentives and achieving a leading DNO and UK ranking position. You will work across all levels and teams within SPEN, supporting the integration of Customer Vulnerability incentives into the business to ensure they are fully embedded and understood as part of the customer experience.Additionally, you will help shape the customer strategy by analysing customer feedback, anticipating future customer needs, and addressing business challenges. Your role will involve driving change and performance improvements through effective stakeholder management and influencing strategies.What you’ll bringTo succeed in this role, you should have experience in driving customer experience and process controls to foster improvements. You must be a team player with a positive attitude, capable of working effectively with colleagues across various teams. Being computer literate and having the ability to drive to enable you to work across multiple sites is essential.You should be adept at engaging with senior stakeholders and external partners to ensure successful delivery. Strong organizational skills and the ability to be a self-starter in a busy team environment are crucial. You must be able to cut through issues to drive action and create improvement plans, working diligently to implement them.Your ability to produce creative communications and presentations, and deliver them at all levels, will be vital. The role covers both North and South licence areas, requiring flexibility to balance workload and accommodate the delivery of the plan.At ScottishPower Energy Networks (SPEN), we value your ability to drive change and enhance customer experience. We offer full support to help you understand our business and succeed in your role. If you are passionate about making a difference and have the skills to influence and manage stakeholders effectively, we would love to welcome you to our team.Whether you come from a technical, engineering, or energy industry background, or are eager to learn and grow with us, we want to hear from you!What’s in it for youAs 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:<ul><li>36 days annual leave</li><li>Holiday Purchase – perfect your work/life balance with extra annual leave</li><li>Share Schemes</li><li>Payroll Giving and Charity Matched Funding</li><li>Technology Vouchers – save more and spread the cost of your technology purchases</li><li>Electric Vehicle Schemes – to help you transition to green/clean driving</li><li>Cycle to Work scheme and Public Transport Season Ticket Loans</li><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments</li><li>Life Assurance (4x salary)</li><li>Access to Savesmart financial wellbeing support</li><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more</li></ul>Why SP Energy NetworksSP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system.It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing &gt;£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. 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.We are 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.MobilityPlease 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 belowJune-11-2025

Avangrid is a leading sustainable energy company transitioning America toward a clean and connected future headquartered in Orange, CT, and has a footprint in 24 states with $40 billion in assets. Our primary businesses are Networks, which serves 3.3 million electric and natural gas customers in the Northeast, and Renewables, the third-largest renewable energy company in the U.S. with a diverse onshore and offshore renewable energy portfolio. With more than 7,000 employees, Avangrid has built a culture that blends diversity, equity and inclusion guided by the company&rsquo;s ESG+F framework and the UN Sustainable Development Goals. This has led to recognition by JUST Capital in 2021 and 2022 as one of America&rsquo;s best corporate citizens and second in utilities for our commitment to the environment and the communities we serve. Avangrid has been named one of the World&rsquo;s Most Ethical Companies for four consecutive years by the Ethisphere Institute.

Customer Experience Lead Analyst

Customer Experience Lead AnalystScottishPower HQ, Glasgow, G2 5ADSalary - £53,280 - £66,600 per annum + Benefits Hybrid working can be offered, after successful completion of initial trainingHelp us create a better future, quickerAre you ready to make a significant impact on customer experience and drive performance to new heights?As the Customer Experience Lead Analyst at ScottishPower Energy Networks (SPEN), you will be at the heart of our mission to deliver exceptional Customer Satisfaction incentives. Your role will be pivotal in achieving maximum financial rewards and securing a top-ranking position among Distribution Network Operators (DNOs) in the UK.What you’ll be doingIn this role, you will be responsible for influencing and managing senior stakeholder relationships to drive performance across all teams within SPEN. Your focus will be on delivering incentives for BMCS (Broader Measure for Customer Service), MTM (Moments That Matter), Major Connections, and ICS (Institute of Customer Service). You will need to understand the drivers of customer satisfaction and work collaboratively with teams across the business to address issues and enhance performance.Your goal is to ensure SPEN meets its business plan commitments made to OFGEM, striving for maximum reward incentives and achieving a leading DNO and UK ranking position. You will work across all levels and teams within SPEN, supporting the integration of Customer Vulnerability incentives into the business to ensure they are fully embedded and understood as part of the customer experience.Additionally, you will help shape the customer strategy by analysing customer feedback, anticipating future customer needs, and addressing business challenges. Your role will involve driving change and performance improvements through effective stakeholder management and influencing strategies.What you’ll bringTo succeed in this role, you should have experience in driving customer experience and process controls to foster improvements. You must be a team player with a positive attitude, capable of working effectively with colleagues across various teams. Being computer literate and having the ability to drive to enable you to work across multiple sites is essential.You should be adept at engaging with senior stakeholders and external partners to ensure successful delivery. Strong organizational skills and the ability to be a self-starter in a busy team environment are crucial. You must be able to cut through issues to drive action and create improvement plans, working diligently to implement them.Your ability to produce creative communications and presentations, and deliver them at all levels, will be vital. The role covers both North and South licence areas, requiring flexibility to balance workload and accommodate the delivery of the plan.At ScottishPower Energy Networks (SPEN), we value your ability to drive change and enhance customer experience. We offer full support to help you understand our business and succeed in your role. If you are passionate about making a difference and have the skills to influence and manage stakeholders effectively, we would love to welcome you to our team.Whether you come from a technical, engineering, or energy industry background, or are eager to learn and grow with us, we want to hear from you!What’s in it for youAs 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:<ul><li>36 days annual leave</li><li>Holiday Purchase – perfect your work/life balance with extra annual leave</li><li>Share Schemes</li><li>Payroll Giving and Charity Matched Funding</li><li>Technology Vouchers – save more and spread the cost of your technology purchases</li><li>Electric Vehicle Schemes – to help you transition to green/clean driving</li><li>Cycle to Work scheme and Public Transport Season Ticket Loans</li><li>Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments</li><li>Life Assurance (4x salary)</li><li>Access to Savesmart financial wellbeing support</li><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more</li></ul>Why SP Energy NetworksSP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system.It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing &gt;£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. 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.We are 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.MobilityPlease 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&nbsp;Advert will close at 23:59 GMT the day before Job Posting End Date belowJune-11-2025

Customer Experience Lead Analyst

About the Job

About the Company

Iberdrola

Similar Jobs

Customer Operations Specialist

Customer Operations Specialist

Customer Success Manager

Customer Success Manager

Customer Success Leader

Customer Success Leader

Team Lead Customer Success (m/f/d)

Team Lead Customer Success (m/f/d)

Account Executive - Client Experience

Account Executive - Client Experience

Senior Solutions Architect

Senior Solutions Architect

Manager - Customer Journey

Manager - Customer Journey

Executive Personal Assistant

Executive Personal Assistant

Customer Success Manager DACH (m/f/x)

Customer Success Manager DACH (m/f/x)

Senior Specialist - Customer Success

Senior Specialist - Customer Success