Customer Experience Lead Analyst ScottishPower HQ, Glasgow, G2 5AD Salary, £51,240 - £64,050 per annum benefits Hybrid working after successful completion of initial training Help us create a better future, quicker As Customer Experience Lead Analyst, you’ll be responsible for driving customer experience performance across SP Energy Networks (SPEN) to deliver Customer Satisfaction incentives, with the aim of delivering maximum financial rewards and a leading DNO (Distribution Network Operator) and UK Ranking position. What you’ll be doing Responsible for driving performance across all teams in SPEN to deliver the incentive for BMCS (Broader Measure for Customer Service), MTM (Moments That Matter) and Major Connections and ICS (Institute of Customer Service) Responsible for understanding drivers to customer satisfaction and working with teams across the business to cut through issues and drive performance Aim of role is to get SPEN to achieve business plan commitments made to OFGEM, drive to maximum reward incentive, Leading DNO (Distribution Network Operator) and UK Ranking position Responsible for working across all teams in SPEN and at all levels Responsible for supporting the incentives for Customer Vulnerability to ensure this is fully embedded in the business and understood as part of customer experience. Help shape customer strategy by understanding customers feedback, future customer needs and business challenges. What you’ll bring Experience in driving Customer Experience Experience in driving process controls to drive improvements Team Player able to work with colleagues across teams with a positive attitude. Computer literate Ability to drive and willing to work across multiple sites Ability to engage with teams outside your control and external partners to drive delivery Well organised and experience of being a self-starter in a busy team Ability to cut through issues to drive action delivery Ability to create improvement plans and work to them Ability to produce creative communications and presentations and deliver at all levels Role covers North and South and there will be a need to work across both licence areas. Flexibility to do what is needed and flex / balance workload to accommodate the delivery of the plan. Available to be flexible in storm/event situations to take on other roles to support the 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 SP Energy Networks SP 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 >£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 careersscottishpower.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. I MPORTANT Advert will close at 23:59 GMT the day before Job Posting End Date below February-5-2025