DSO Stakeholder and Communications Manager

Our Role

Within Electricity North West’s RIIO-ED2 Business Plan, we have made challenging commitments to help drive down our own carbon emissions and help businesses, our customers and our colleagues to do the same, and our transition to Distribution System Operation (DSO) is a key part of this decarbonisation journey. One of the main challenges of the transition to a low carbon world is the engagement of key stakeholders and ensuring a joined up approach across the DSO transition team, which encompasses the roles of network planning, network operation and market development. There are significant incentives associated with the engagement of specific DSO stakeholders, and tailoring our approach to meet those stakeholders’ needs is essential.

Ofgem introduced a brand new DSO incentive for ED2 which this role is critical to our success under. Upto £3.6m reward or £1.8m penalty each year is available, 50% of which is directly driven by our stakeholder’s views, surveyed independently on Ofgem’s behalf. Hence the vital importance of this role which drives this key incentive outcome.

Working across the business, the candidate leads creating, coordinating and delivering our DSO communications and engagement strategy, acting as a sole point of contact for DSO communications and stakeholder activities to deliver strong outperformance on that element of our DSO incentive.

Key Responsibilities

• Lead on, and co-develop the wider DSO strategy elements of ensuring a positive experience for DSO stakeholders which accounts for a +£3.6m in incentives each year in RIIO-ED2 and is directly measured as the DSO incentive is 50% driven by a DSO stakeholder survey result.
• Lead and manage the DSO stakeholder survey incentive programme, overseeing the stakeholder data and working with the DSO team to establish a key account management of stakeholders. Take decisions with material impact to improve the DSO incentive outcome (for instance 1 adverse survey response can move our incentive down by 100k so this is high impact)
• Direct a panel of service providers once budget agreed, be part of decision making as the subject matter expert on awards upto £100k in value and make recommendations for what services and activities are undertaken that require access to budget.
• Lead proactive communication efforts to keep stakeholders informed, involved, and invested in key initiatives. Development and implementation of the DSO Communications strategy, leveraging exceptional marketing skills to ensure impactful communication across all channels.
• Develop and maintain a robust stakeholder engagement strategy, conducting stakeholder mapping to understand interests, influence, and alignment with DSO activities.
• Lead stakeholder consultations to gather feedback, assess needs, and identify opportunities for service improvements.
• Lead the development and implementation of the DSO teams’ digital service offerings. Working with teams to develop messages and compliment our DSO strategy, utilising digital UX and marketing principles to create user-friendly and engaging content, such as the production of case studies and mixed media materials to help with wider stakeholder understanding and promotion of flexibility and community and local energy projects.
• Deliver an annual in-depth review of DSO communications, analysing performance metrics and benchmarking against DNO/industry competitors. Identifying key areas for improvement in line with DSO incentive mechanisms and develop data-driven recommendations for optimising content, user experience, and engagement. Present findings to SLT, ELT and stakeholders, securing approval for key initiatives, including implementing SEO best practices.
• Development and creation of the Electricity North West Smart Optimisation Output: Collaboration Plan, fulfilling Ofgem’s ED2 licence requirements on the company.

Who we are looking for

• Degree level or higher in a numerate or literate subject or equivalent experience in any of the following areas: customer service, customer engagement, communications, public sector, or in a regulatory or commercial environment.
• In depth knowledge of Ofgem’s ED2 DSO incentive and how to ensure the most representative, positive assessment by our DSO stakeholders is reflected in the survey.
• An appreciation of the components, equipment and systems of a distribution network and Electricity North West’s decarbonisation targets. With a strong industry understanding of Distribution System Operations (DSO).
• Excellent written and verbal communication skills, with an ability to translate complex technical information into accessible content. With the ability to develop fresh, original ideas that resonate with target audiences.
• Demonstrable marketing skills, with proven experience in designing and executing comprehensive marketing strategies that align with Electricity North West’s DSO objectives. A deep understanding of SEO and digital UX, and strong organisational abilities to ensure impactful communication across all channels.
• Excellent organisational, administration and presentational skills demonstrating attention to detail and an ability to work accurately to maintain data integrity and ensure impactful communications across all channels.
• Be a strong team player though willing and able to work using your own initiative able to meet deadlines.
• Be self-motivated, able to work independently and have a pro-active approach to problem solving
• Excellent IT skills, specifically a working knowledge of Microsoft Office applications, website management software and internet platforms for managing and delivering digital communications

What we’re offering

• As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:
• An annual bonus scheme
• 25 days annual leave increasing with length of service
• Private Healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development enabled through our Learning & Development function.