Senior Customer

4 weeks ago

Edinburgh, United Kingdom SGN Full time

**THE ROLE**

To create a coordinated and planned approach in the way stakeholders are engaged with SGN’s Future of Energy strategy to help ensure the organisation is at the forefront in shaping the future of energy debate. To create and embed the customer journeys thatwill be needed across SGN projects leading the energy transition. Acts as a link with the different parts of the Future of Energy (FoE) and Stakeholder Relations & Communications (SR&C teams, to shape the stakeholder plan, ensure consistency of approach andmessaging.

**Key responsibilities will include;**
- Create and manage the FoE stakeholder engagement plan, ensuring alignment with the wider business plan and strategy
- Create, coordinate and monitor the use of FoE messaging in line with the SGN strategic communications plan
- Develop the required customer journeys and establish the approach for managing those journeys for all relevant FoE projects
- Develop and manage the customer and community plan for H100 Fife and other projects to ensure successful acceptance of hydrogen for heat
- Scope and deliver any necessary consumer insight and research
- Ensure that all engagement and customer feedback inform the FoE plans and strategy
- Align all parts of FoE to ensure that there are consistent and well managed stakeholder interactions, consistent with the SR&C engagement plan.
- Coordinate and ensure quality control of the stakeholder engagement & communication plans across the FoE projects
- Manage feedback and work with others to improve engagement
- Provide feedback to SR&C teams on the outcome of discussions for future messaging, along with changes in the FOE strategy, opportunities, risks and issues
- Develop content for key messages and communications
- Recognise stakeholder and communication resourcing requirements across all parts of the FoE Directorate and align resourcing plans with the SR&C team
- Manage relevant stakeholder and communication resources that may sit within projects or as part of the FoE stakeholder management team
- Lead on specific stakeholder engagement activities, as required and as part of the plan
- Input into the GD3 price control engagement plan.
- Plan and manage stakeholder, customer, and community events
- Guide the development of collateral to be used in stakeholder, customer, and community engagement
- Coordinate and manage the approach for local community engagements

**CULTURE/BENEFITS**

This role will offer plenty of genuine learning and development opportunities, as well as a competitive salary with company benefits including retail & leisure discounts, HolidayPlus & Cycle2work schemes, gym & mobile discounts, a pension scheme, and more.

Fostering a diverse and inclusive culture is something we pride ourselves on at SGN. We want our workplace to be an innovative and inclusive place to work, where every single person feels empowered to achieve professional success.

**WHAT YOU’LL BRING**
- Experienced at a senior level in a communications role - e.g. media, government, stakeholder or customer engagement
- Previous experience of defining; consulting on and delivering customers journeys
- Change Management experience; managing a change programme and building engagement and communication plans to deliver the Change
- Advanced stakeholder management and relationship skills
- Experience of running a stakeholder engagement programme
- Demonstrable planning and organisation skills deployed in a matrix environment.
- Experienced writing content for others - presentations and collateral
- Knowledge of all stakeholder engagement disciplines
- Ability to develop, maintain and develop stakeholder and communication relationships on behalf of SGN whilst working with all internal stakeholders.
- Proven experience with event planning; management and delivery.
- A credible track record of influencing at all levels both internally and externally
- A curiosity to understand the focus and actions needed for the business to be influential in the Net Zero story.
- Project Management and associated reporting and delivery skills
- Proven experience of directing and motivating teams by developing a shared vision, influencing activities and therefore ensuring successful outcomes.
- A strong ability to network both within the company but also across all external stakeholder groups; making critical connections to ensure SGN strategies are successful.
- The ability to quickly understand the organization and interfaces, build relationships, and enable results to be achieved leveraging that knowledge and those links.

Not a perfect skills match? Tell us what you’re interested in - you might have a skill we didn’t realise we needed

**WHO WE ARE**

We’re on a journey to transform the future of gas and we think outside the box - futuristic technologies and robotics are leading our innovation. Keeping our customers safe and warm is what we do but beyond that, we want to make the world a better place,which is why we’re passionate about helping in our communities, reducing our carbon footprint and driving innovation in our industry.

At SGN, we strive to sustain our world through managing the network that distributes natural and green gas across the south of England and Scotland. We have an important responsibility to keep the gas flowing to 5.9 million homes and businesses. Your workdirectly impacts SGNs commitments to keeping our customers’ homes and businesses safe.

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