AMS PSR

Job Title: Customer Engagement Manager

Location: Aberdeen - Hybrid

Reporting to: Head of Local Energy Strategy

Number of Roles Available: 3

About the Role:

GBE Local exists to make local energy work to deliver real value and lasting benefit for communities and places across the country. The voice and needs of those communities aren't an input to our work: they are the foundation of it. 

We are recruiting a small team of Customer Engagement Managers, who will be responsible for building the relationships, insight and evidence that keep everything GBE Local builds and delivers genuinely connected to the people it's meant to serve.

You will lead a small team responsible for GBE Local's engagement function, working across a wide landscape: community energy groups, local authorities, charities, businesses, developers, innovators, citizens and energy system leaders – designing qualitative and quantitative engagement programmes that reach the right people, capturing what you learn with rigour, and translating insight into better strategy, products and outcomes. You will work closely with colleagues across the organisation, making sure the needs of communities, including those at greatest risk of being left behind by the energy transition, are reflected in everything GBE Local builds and delivers.

Key Responsibilities:

Design and delivery of engagement programmes

• Lead the development and implementation of customer engagement programmes to include community energy groups, local authorities, charities, SMEs, developers, energy sector, innovators, consumer organisations – and citizens.
• Build and maintain trusted relationships across a diverse stakeholder landscape, ensuring voices from across regions, sectors and socioeconomic groups inform GBE Local’s work.
• Embed dynamic processes to ensure qualitative insights are systematically captured, analysed, shared and actioned, feeding directly into GBE Local’s strategy, product development and monitoring and evaluation.
• Translate qualitative and quantitative engagement findings into clear recommendations, options, and implications for decision makers across the organisation.
• Embed just transition principles across GBE Local's engagement work, ensuring programmes actively reach communities at risk of being left behind by the energy transition and that their needs are reflected in investment and delivery decisions

Support for product and service development

• Partner with teams across GBE Local to design and run bespoke engagement, co creation and user experience programmes for specific products, services, projects and delivery functions.
• Contribute to the development of tools, methodologies and frameworks that strengthen evidence driven service design.
• Manage programme plans, risks, supplier relationships and evaluation activities to ensure high quality delivery.
• Work with Communications, External Affairs and Policy colleagues to ensure engagement is transparent, accessible and aligned with GBE’s broader narrative.

Qualifications and Experience:

Essential:

• Strong, demonstrated track record in designing and delivering effective engagement programmes involving multiple stakeholder groups.
• Deep expertise in engagement methods, including co design, participatory approaches, surveys and more novel methodologies.
• Experience with stakeholder mapping and prioritisation
• Outstanding facilitation and communication skills, with confidence leading high profile or complex sessions and relationships across varied audiences.
• Clear understanding of the role of engagement in supporting a just transition.
• Proven ability to translate customer insights into actionable recommendations for strategy, product development or policy.
• Strong organisational, governance, risk management and stakeholder management skills.

Desirable:

• Understanding of stakeholder mapping, insight generation tools and digital engagement platforms.
• Postgraduate or equivalent qualification in qualitative research methods, participation, or social research. 
• Established networks within the local, public, community and adjacent energy sectors.
• Experience with product development, innovation processes, and user experience methods.
• Familiarity with local government, devolution and place based delivery structures.

What We Offer:

• Competitive base salary
• Performance-related bonus scheme
• Excellent pension scheme
• 4x salary life assurance
• Group income protection
• 38 days annual leave
• Flexible working arrangements
• Ongoing professional development and training
• Supportive, inclusive working environment

How to Apply:

For further information please contact:

Caoimhe McCullagh
Principal Sourcing Specialist
caoimhe.mccullagh@weareams.com
PSRpermapplications@weareams.com

Application Close Date: 30th July