Customer Experience Performance Lead at Iberdrola in Glasgow

Job description

Job Title - Customer Experience Performance Lead Location - ScottishPower HQ, Scotland (Hybrid working with regular travel across SP Energy Networks operational locations) Salary + benefits - £55,000 - £68,750 per annum Closing date – 4th November 2026 Help us create a better future, quicker This is an exceptional opportunity to shape how customer experience is understood and improved across SP Energy Networks. As Customer Experience Performance Lead, you will drive measurable improvement in customer outcomes and regulatory performance across our Customer Service Directorate. This visible role sits within our newly repurposed Performance, Reporting & Insight function, where you will translate the voice of the customer into operational action. Working across districts and operational teams, you will identify emerging risks, establish business impact, and coordinate cross-functional improvement activity through to implementation. With regular visibility across operational locations, you will build relationships, gain familiarity with how work is delivered in practice, and maintain momentum on actions that matter. This role offers the chance to join a newly formed department and make a significant impact on customer performance from day one. What you'll be doing You will take ownership of customer experience performance and regulatory outcomes, monitoring performance across customer journeys and operational areas. Through clear evidence and insight, you will identify emerging risks and opportunities, ensuring focus remains on the issues with the greatest customer and business impact. Building effective relationships with districts and operational teams is central to your success. You will spend time in operational areas to gain awareness of processes and constraints that data alone cannot reveal, using evidence to enable and constructively engage operational managers while maintaining focus on delivery. Presenting performance, insight and recommendations to operational and senior stakeholders will be a key part of your role. You will facilitate workshops, working groups and performance conversations that create clear outcomes and drive action. When process, behavioural or service issues affect customer outcomes, you will coordinate improvement efforts. This means establishing the scale and impact of issues, bringing the right teams together, developing practical recommendations, and overseeing delivery through to benefit realisation. Working closely with the Data team, you will define requirements and develop a clear evidence base for action. Using customer feedback, operational data, root cause evaluation and performance insight, you will move conversations beyond cases to identify repeatable patterns and anticipate where intervention is required. As a recognised voice of the customer across SP Energy Networks, you will represent the Customer Service Directorate in cross-functional forums, projects and improvement programmes, ensuring customer impact is understood within operational planning and process design. You will establish clear governance for customer experience actions and improvement plans, ensuring every action has a named owner, target date, expected outcome and appropriate evidence of completion. Tracking progress, removing barriers and providing concise updates to senior stakeholders will keep momentum strong. Enabling the directorate to interpret and act on customer-related regulatory requirements as the business transitions from ED2 to ED3 will be essential. You will translate requirements into clear operational priorities, identify delivery risks and help develop plans that improve performance and provide robust evidence of delivery. During storms, major incidents and business-critical events, you will take an engaged role, ensuring the customer perspective and relevant performance insight inform operational planning and prioritisation. What you'll bring You will bring proven experience in customer experience, p