Service Design Insights Analyst

Service Design Insights Analyst - Regional Energy Strategic Planning (RESP)

Turn customer insight into what RESP builds

The National Energy System Operator (NESO) is helping to lead Great Britain's transition to a cleaner, more sustainable energy future.

As part of this, NESO has been given the role of Regional Energy Strategic Planner (RESP). RESP will support the coordinated development of the energy system and enable long-term investment to be made with greater confidence and ahead of need.

RESP takes a whole-system, place-based approach, helping organisations understand how future energy demand and generation could affect their areas and what infrastructure may be needed to support that change.

We are looking for a Service Design Insights Analyst to join our Service Design team and ensure that the voice of the customer directly influences the development of RESP.

The opportunity

A significant amount of customer and service design work is already underway. Customer groups have been defined, needs have been mapped, user journeys are developing and the programme is now moving into delivery.

Your role will be to gather, understand and translate customer insight into practical improvements to the RESP product and customer experience.

You will work with customers including local authorities, energy networks, governments and wider stakeholders, gathering insight through forums, external engagement, workshops, research and feedback.

The key is not simply collecting insight - it is ensuring that what customers tell us influences what RESP builds.

What you'll do

• Gather and manage customer insight from forums, external engagement, workshops, research and feedback channels.
• Analyse and synthesise qualitative and quantitative evidence into clear customer needs, pain points, opportunities and outcomes.
• Maintain a trusted, accessible view of customer insight across RESP, ensuring evidence is current and traceable.
• Identify common themes, emerging trends and gaps to support prioritisation and service improvements.
• Work with the Service Design team to develop and maintain customer journeys, user needs and service blueprints.
• Translate customer insight into practical recommendations for the RESP tool, working with product and workstream teams to influence requirements, features and improvements.
• Design and facilitate insight-gathering, triage and prioritisation workshops.
• Track feedback through to outcomes, ensuring there is a clear link between what customers tell us, what we learn and what RESP changes.
• Produce clear reports, dashboards and recommendations that communicate customer needs and their implications for RESP.

About you

We're looking for someone who can confidently move between customer insight, service design and product development.

You'll bring:

• Experience gathering, analysing and synthesising customer or stakeholder insight.
• Experience turning qualitative or quantitative evidence into clear needs, themes and actionable recommendations.
• Strong analytical and problem-solving skills, with the ability to identify patterns and emerging needs.
• Experience engaging with customers or stakeholders to understand complex needs and challenges.
• The ability to translate insight into practical changes to products, services or customer experiences.
• Strong communication and facilitation skills.
• Experience working collaboratively across multidisciplinary teams.
• Excellent written and verbal communication skills.
• A customer-centred mindset and the ability to represent different customer perspectives.
• The ability to work effectively in a complex and evolving environment.

Experience in service design, product development, the GB energy sector, local government, energy networks or the wider net-zero transition would be desirable.

What success looks like

You will help ensure that customer insight is acted upon, not simply collected.

Success will mean:

• Customer insight is captured, understood and accessible across RESP.
• Emerging needs, themes and risks are identified early.
• Customer evidence directly influences the development of the RESP tool and customer journeys.
• Product and Service Design teams have a clear understanding of customer needs.
• External feedback leads to tangible improvements and informed decisions.
• Customers can see a clear connection between what they tell RESP and what RESP develops.

Ultimately, you will help create the connection between what customers tell us and what RESP builds, helping organisations make better, earlier and more confident decisions about their future energy needs and infrastructure.

Contract and working arrangements

This is a 6-month rolling opportunity, reflecting the delivery phase of the RESP service design programme.

The role is predominantly remote, with approximately two days per month spent in person with colleagues and stakeholders. Locations are likely to include Cardiff, Bristol, London, Warwick or Birmingham.

Locations may change depending on programme and business needs, so you will need to be flexible and comfortable travelling across Great Britain when required.

All reasonable business travel costs will be covered by NESO.

We welcome full-time and part-time applicants and are committed to flexible working arrangements.

Our commitment to inclusion

At NESO, we believe potential comes in many forms. You do not need to meet every requirement to apply, and we welcome people with diverse experiences and backgrounds.

We are committed to a fair and inclusive recruitment process where everyone has the opportunity to demonstrate their talents and help us build a workforce that represents the communities we serve.