Customer Policy Implementation Officer

Customer Policy Implementation Officer

£44,000 to £52,000 + up to 6% bonus

Warwick (Hybrid)

About us

At National Gas, the work we do matters.

As Britain's national gas network, we help keep the lights on, businesses running, and homes warm by maintaining the critical infrastructure that transports gas across Great Britain. While providing the energy security Britain relies on today, we're also helping transform the network for a clean energy future.

Join us and help secure Britain's energy.

About the role

We're looking for a Customer Policy Implementation Officer to support the successful delivery and adoption of customer-facing business and IT change across National Gas. This role combines change implementation, stakeholder engagement, governance and continuous improvement, ensuring new systems, processes and ways of working are embedded effectively and deliver tangible business benefits.

National Gas is delivering a significant programme of transformation across systems, processes, data and customer services. As we continue to develop new customer offerings and support emerging energy opportunities including hydrogen, carbon capture and storage (CCS), biomethane and data centre connections, effective change implementation is critical to our success.

Working closely with the Customer IT Transformation Manager, IT delivery teams and Business Development stakeholders, you'll play a key role in ensuring change initiatives are understood, adopted and embedded within the business. Your work will help minimise disruption, maximise user adoption and ensure the benefits of change are fully realised.

This is an excellent opportunity for someone with change management, governance, PMO or policy implementation experience to gain exposure to major transformation programmes at the centre of National Gas' future strategy.

What you'll be doing

• Support the implementation of customer-related business and IT change initiatives across CRM, hydrogen, CCS, biomethane and data centre connection programmes.
• Work with stakeholders to understand change requirements and ensure new processes and ways of working are successfully embedded.
• Translate high-level requirements into practical operational actions and implementation plans.
• Coordinate and track change activities, dependencies, risks and issues alongside the Business Development PMO team.
• Support business testing, user acceptance activities, training material development and early-life support.
• Act as a key point of contact during implementation, capturing user feedback and helping resolve issues.
• Monitor adoption, benefits realisation and performance indicators following implementation.
• Champion continuous improvement through lesson learned activities and future change recommendations.

What you'll bring

Essential

• Demonstrable experience implementing business change programmes or transformation initiatives.
• Experience working with customer-facing systems, business processes or digital platforms.
• Strong stakeholder engagement skills with the ability to build effective relationships across multiple teams.
• Excellent organisational and coordination skills with a structured approach to planning and delivery.
• Strong analytical skills with the ability to identify issues and develop practical solutions.
• Experience supporting governance, PMO activities, policy development or standard operating procedures.
• Ability to work collaboratively across operational, technical and business teams.

Desirable

• Project management experience.
• PRINCE2 Foundation qualification or equivalent project delivery experience.
• Experience supporting user adoption, training or business readiness activities.
• Knowledge of the UK energy sector or regulated utilities environment.

What we offer

• Market-leading double-match pension (up to 12% company contribution)
• Annual performance bonus up to 6%
• Access to the Tusker salary sacrifice car scheme
• 26 days holiday (plus statutory holidays)
• 10x salary life assurance and income protection
• Flexible benefits including healthcare, dental, and technology options
• Family-friendly policies, wellbeing support, and professional development opportunities

Inclusive recruitment

We're building a workforce that reflects the communities we serve, championing diversity, and creating an inclusive workplace where everyone is valued for their unique contribution. We support reasonable adjustments throughout the recruitment process and beyond.

National Gas is a Disability Confident employer and signatory of the Armed Forces Covenant.