<div><div>Head of Projects &amp; Improvement (Customer Service)  </div><div>Location: Glasgow / Prenton (Hybrid working where applicable)  </div><div>Salary: £66,000 - £82,500 pa + annual bonus (up to 20%) + 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%. </div><div>Contract: Permanent  </div><div> </div><div>Help us create a better future, quicker </div><div>We’re looking for a Head of Projects &amp; Improvement to lead transformation and continuous improvement across our Customer Service Directorate. This is a senior leadership role with responsibility for shaping and delivering a programme of change — improving processes, strengthening governance, embedding sustainable ways of working, and progressing future technology solutions.  </div><div>Working alongside senior leaders, you’ll drive delivery against commitments, incentives, targets and ambitions — aligned to key price control deliverables for Transmission and Distribution — and ensure outcomes are embedded in the business before programmes conclude.  </div><div> </div><div>What you’ll be doing </div><div>You will lead the delivery of a portfolio of projects and continuous improvement initiatives across Customer Service, working closely with the Customer Service Director to agree a clear transformation roadmap, governance and KPIs that demonstrate measurable outcomes.  </div><div>The role will establish and lead improvement squads to identify gaps, drive efficiencies and improve customer and operational performance, owning initiatives end‑to‑end from discovery through to implementation and adoption.  </div><div>You will standardise ways of working across Customer Service, champion innovation and future technology solutions, and ensure skills and training frameworks support sustainable change.  </div><div>What you’ll bring </div><div><div>Bringing strong senior‑level experience delivering strategic change and improvement in complex organisations, with the ability to influence and collaborate confidently at executive level across ScottishPower and the Iberdrola Group.  </div><div>You’ll have a proven track record of leading end‑to‑end change programmes that deliver measurable outcomes, using data‑driven insight to support sound decision‑making. Commercially astute and comfortable balancing value, risk and industry complexity, you’ll also be passionate about developing others—coaching and mentoring teams to build capability and drive sustained performance improvement. </div><div>We are also looking for candidates who commercial awareness to balance value and risk across complex regulatory and industry mechanisms. </div><div> </div><div>What’s in it for you    </div><div>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%.     </div><div>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:   </div><div><ul><li>36 days annual leave   </li></ul></div><div><ul><li>Holiday Purchase – perfect your work/life balance with extra annual leave   </li></ul></div><div><ul><li>Share Schemes   </li></ul></div><div><ul><li>Payroll Giving and Charity Matched Funding    </li></ul></div><div><ul><li>Technology Vouchers – save more and spread the cost of your technology purchases   </li></ul></div><div><ul><li>Electric Vehicle Schemes – to help you transition to green/clean driving   </li></ul></div><div><ul><li>Cycle to Work scheme and Public Transport Season Ticket Loans   </li></ul></div><div><ul><li>Healthcare benefit options including:  Dental Insurance,Private Medical Insurance, Health Cash Plan and annual Health Assessments   </li></ul></div><div><ul><li>Life Assurance (4x salary)   </li></ul></div><div><ul><li>Access to Savesmart financial wellbeing support   </li></ul></div><div><ul><li>Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more   </li></ul></div><div>Why ScottishPower   </div><div>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.   </div></div><div>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.   </div><div>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.  </div></div>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 belowMay-8-2026

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.

Head of Projects and Improvement

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About the Company

Iberdrola

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