Within this role, you will successfully deliver our customer experience and UK business strategy, to ensure we lead with Insight. Understanding needs and motivations of our customers, key stakeholders and end consumers enables the shaping of our future business plans, whilst helping to drive improvements in business performance.
The central purpose of this role is to lead the design and development of the research capability and manage its ongoing delivery for National Grid UK (NGUK), and to deliver the insight necessary to drive informed business decisions through an outside in lens, specifically:
Lead the wider UK business through a programme to centralise its research capability and collateral, so that there is a recognised place to go for customer, stakeholder and consumer research in terms of validity (does what we have already answer the latest business challenge?) and insights, supporting the development of a sustainable customer culture that leads to the efficient running of the end to end customer/stakeholder experience.
Act as the Research subject matter expert within the National Grid UK business, providing specialist advice and expertise.
Be a key interface for the UK business for all research work.
Using research expertise and insight knowledge: Frame and structure each research brief, source the best delivery method, shape the outputs and influence the internal stakeholder audience by bringing the results to life so that they are able to use the recommendations in their business decisions
Translating customer and business needs into commercial impacts and recommendations
Designing research projects by developing and implementing proven market leading research approaches required to drive business decision making
Socialising outputs of research projects with all key stakeholders & working with them to turn customer data into actionable insights.
Connecting insights from across the business to enhance knowledge and develop activity
Leading the creation of a holistic view of delivered and in flight research across NGUK and proactively building a research plan to enable business to meet its strategic goals and business objectives
Developing an agile procurement approach within the NGUK Procurement guidelines, so that best practice research sources can be secured without delay.
Leading an assessment into viability and potential development of research panels
Owning NGUK relationships with MRS and Aura
Driving best practice to ensure market leading output that meets the business objectives
Striving to ensure that the potential value identified by newly generated insights is effectively delivered to the bottom line.
Identifying and exploring new appropriate research methods, developing and promoting novel and industry-leading business applications to both improve the customer/stakeholder experience and enhance commercial returns
Supporting the business divisions to increase maturity in customer/stakeholder experience through coaching, training and challenging thinking.
Influencing the content and direction of broader company policies to support the delivery of the Customer Experience Strategy (such as development frameworks, talent management, etc.)
Always proposing recommendations from a customer viewpoint, balancing customer benefit with commercial need.
National Grid s energy network transports gas and electricity to homes and businesses all over the UK. It s an essential part of all our lives. And it needs to be continuously advanced and enhanced to meet increasing demand whilst embracing new energy solutions. That s why we re looking for people with the creativity and originality to drive progress. People like you.
What you ll get
You will receive a competitive salary between £37,000 - £50,000, dependant on experience.
As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.
You will have a degree (or equivalent), or relevant experience and also held Research roles on agency or client side. You will also have:
Research and Customer insight
Strong client side or agency side researcher experience, with demonstrable experience working with and evaluating research practices and methods and strong experience of delivering research studies in a B2B market.
Thorough understanding of the application of customer insight to support strategic and tactical decision-making, and strong experience in managing projects from definition of initial brief to delivery and implementation of recommendations.
An understanding of wider customer and consumer trends, behaviours and emerging needs and uses this to drive outcomes is required.
Excellent consultancy skills and communication of complex material, such that complex and critical strategic recommendations are accepted and acted upon.
Strong experience of successfully presenting insights and recommendations to a variety of audiences both verbally and written, strong experience embedding and sustaining new approaches to the way people work and excellent experience of building great partner relationships with key stakeholders, with the ability to influence various internal and external stakeholders at all levels.
Business Sense and Personal Drive
You will have excellent business awareness and personal drive, with the ability to interpret and make strong and relevant business recommendations from the results of complex analysis, and a proven track record of providing a mix of strategic and tactical solutions to current business problems, being able to see the big picture and identify issues that matter to NG and our customers.
Being energetic and enthusiastic with drive and ambition, you will have meticulous attention to detail, demonstrable passion for our Customer Experience and strong ability and gravitas to become a trusted source of advice and insights by the UK Exec
Who we are
At National Grid, we don t just ask our people to deliver to the highest standards. We also support them to be the best they can be. Accredited training programmes and personal development courses are a part of life here. We value and encourage diversity of thought, whatever your background. By creating an inclusive, switched-on workforce, we drive performance and deliver excellence, which is exactly what we need to achieve our vision of creating sustainable energy solutions, for today and tomorrow.
, however, this may change therefore, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.is 2nd June 2019The closing date for this vacancy
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