Customer Experience and Insight Manager

Customer Experience & Insights Manager 

Location: HQ Glasgow 
Salary + benefits: £55,200 - £69,000pa + annual bonus (up to 15%) + 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%. 
Closing Date: 10th August 2026

Interviews will take place week commencing 24th of August 2026

Help us create a better future, quicker 

At SP Energy Networks, our customers are the spark that drive everything we do — their voices shape our decisions, their experiences guide our priorities, and their future inspires our ambition. We’re searching for a Customer Experience & Insights Manager who can harness the power of customer insight and performance data to create meaningful, lasting change. In this role, you’ll champion the customer at every turn, turning real stories and real feedback into action that transforms how we deliver energy to millions — today, tomorrow and far into the future. 

What you’ll be doing 

The Customer Experience & Performance Manager is a senior leadership role within the Customer Service Directorate, responsible for leading the Customer Experience and Reporting & Insight functions to provide a trusted view of operational performance across SPEN.

Reporting directly to the Head of Reporting, Performance & Insights, the postholder will ensure that customer feedback, operational performance and insight are translated into meaningful actions that improve customer outcomes, regulatory performance and operational excellence. They will champion the Voice of the Customer, embedding customer experience into decision-making and ensuring performance is understood through both data and operational reality.

Leading teams across Customer Experience and Reporting & Insight, the postholder will work closely with operational teams across SPEN and contract partners to understand the true drivers of customer satisfaction and dissatisfaction. They will combine robust performance analysis with operational engagement to validate information, identify trends, challenge assumptions and uncover the root causes behind customer and business performance.

What you’ll bring 

The successful candidate will be a hands-on operational problem solver who is comfortable engaging directly with frontline teams and leaders alike. They will have the ability to cut through noise and complexity, identify true root causes, and drive practical solutions that deliver tangible improvements in performance and customer satisfaction. They won't accept surface-level explanations; instead, they will challenge, investigate and influence across teams to remove barriers, resolve persistent issues, and ensure lasting outcomes are achieved.

This is a hands-on leadership role requiring strong operational awareness, exceptional attention to detail and the confidence to challenge constructively at all levels of the organisation. The postholder will influence across functions, hold teams accountable for improvement, remove barriers to delivery and ensure actions are driven through to completion, creating lasting improvements in both customer experience and operational performance.

Ultimately, the role exists to turn data into understanding, understanding into action and action into measurable improvements for customers, colleagues and 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: