Customer Insights and Oversights Manager
About Us
At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.
In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always actin in the best interests of all energy users.
Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.
The time to deliver is now. Join the energy transformation and help shape the future.
Your energy. Our future. Together
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.
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.
We are looking for an experienced Intelligence manager to develop and mature NESO’s trust insight and analytical insight team to provide leadership with a clear, evidence based view of how the organisation is experienced by industry and where risks to trust and confidence may be emerging.
You will oversee a specialist team responsible for CRM development, analytics and insight reporting. It is responsible for developing the organisation’s future insight capability, including predictive analytics and the development of a single accessible interface for customer and stakeholder insight across the business.
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.
Key Accountabilities
This role will be responsible for bringing together signals from across operational activity, stakeholder engagement, CRM insight and wider data sources to identify patterns, trends and emerging issues. By translating complex information into clear intelligence, the role supports senior leaders to understand external sentiment, anticipate risks and take informed decisions. Key accountabilities include:
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 has:
What You'll Get
A competitive salary of £69,000 - £74,000 dependent on experience and capability
As well as your base salary, NESO's core benefits are the essential perks and advantages that form part of your employee package.
NESO's flexible benefits programme provides you with more flexibility around your helath, lifestyle and protection benefits, here's just a few available:
This role closes at 23:59, on the date displayed at the top of this advert, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.
Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment
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. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to shoe their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.
At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.
In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always actin in the best interests of all energy users.
Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.
The time to deliver is now. Join the energy transformation and help shape the future.
Your energy. Our future. Together
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.
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.
We are looking for an experienced Intelligence manager to develop and mature NESO’s trust insight and analytical insight team to provide leadership with a clear, evidence based view of how the organisation is experienced by industry and where risks to trust and confidence may be emerging.
You will oversee a specialist team responsible for CRM development, analytics and insight reporting. It is responsible for developing the organisation’s future insight capability, including predictive analytics and the development of a single accessible interface for customer and stakeholder insight across the business.
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.
Key Accountabilities
This role will be responsible for bringing together signals from across operational activity, stakeholder engagement, CRM insight and wider data sources to identify patterns, trends and emerging issues. By translating complex information into clear intelligence, the role supports senior leaders to understand external sentiment, anticipate risks and take informed decisions. Key accountabilities include:
- Develop and maintain a consolidated view of how the organisation is experienced across the sector, identifying emerging themes, pressures and risks to trust and confidence.
- Provide clear intelligence reporting to leadership on external sentiment, trust indicators and emerging risks that may require attention or intervention.
- Bring together insight from CRM data, engagement activity, research, operational signals and wider industry feedback to build a coherent view of external experience.
- Identify patterns and systemic issues across operational activity that may influence external confidence in the organisation.
- Lead the development of dashboards, reporting and analytical tools that provide clear visibility of customer and stakeholder insight across the organisation.
- Support the development of a single interface platform that makes customer insight accessible and usable across the business.
- Lead the development of the organisation’s insight capability, including the use of predictive analytics and more advanced data techniques to anticipate emerging risks and opportunities.
- Lead and develop a specialist insight team responsible for CRM analytics, CRM product ownership and data science.
- Work closely with teams responsible for stakeholder engagement, operational delivery and strategy to ensure intelligence reflects the full external picture and informs organisational priorities.
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 has:
- Strong experience in customer intelligence, analytics or data routed insight roles
- Strong analytical thinking with the ability to identify patterns, risks and emerging issues across multiple information sources.
- Experience identifying and working with discrete, fragmented and limited signals and finding key risk based intelligence for senior stakeholders
- Experience leading analytical or insight focused teams and raising skills across wider teams
- Experience working with CRM platforms, analytics tools and data driven insight environments to mature capability and intelligence
- Understanding of predictive analytics and modern approaches to data led decision making.
What You'll Get
A competitive salary of £69,000 - £74,000 dependent on experience and capability
As well as your base salary, NESO's core benefits are the essential perks and advantages that form part of your employee package.
- You will receive a bonus based on company performance
- 26 days annual leave as standard
- A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.
- Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we will pay a 50% matching contribution.
NESO's flexible benefits programme provides you with more flexibility around your helath, lifestyle and protection benefits, here's just a few available:
- Flexible Bank Holidays & Holiday Trading
- Additional Birthday Day Off
- Cycle to Work Scheme, Retail & Gym Discounts
- Private Medical Insurance, Critical Illness Insurance & Personal Accident Insurance
This role closes at 23:59, on the date displayed at the top of this advert, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.
Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment
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. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to shoe their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.