Iberdrola USA Content and User Experience Manager in United States


ENERGY RETAIL Our Retail business supplies gas and electricity to over 5 million households and businesses across the UK.

We work hard to deliver competitive gas and electricity rates and tariffs, as well as products and services that put you in control of your energy - from boiler cover to our remote heating control solution. With our vision and your expertise this will help set the direction for improving our digital services and improve the adoption of digital technologies both with our customers and internally.

Business and Department

This role sits within the Digital Development Team within Commercial Strategy and Innovation Marketing reporting to the Chief Product Owner. This team represents a new collaborative way of working for ScottishPower; the team is a unique collection of business analysts, digital designers, developers and strategists who work together in high-performing, cross-functional teams to deliver customer-centric digital innovations.

The team has responsibility for the Digital face of ScottishPower across the web, mobile web and mobile applications. It also maintains and develops the digital platform, which is the key-enabler for ScottishPower’s aspirations for SMART metering, Connected Home and Social Commerce.

Working in a modern, city centre vibrant office environment where innovation is actively encouraged within the UK Digital team the right candidate will thrive and be given creative licence to help deliver market leading digital experiences and help grow our UX culture.


This is a Senior role in the UK Digital Team – you will lead a small team of digital designers whilst also managing a complex mix of stakeholders across the group in multiple locations, you will work closely with business stakeholder to identify opportunities and changes to improve the online customer experience and further support the growth of the Energy Retail business plan.

As the Content and User Experience (UX) Manager you will lead and be accountable for development, implementation, improvement and management of Content and User Experience strategy across ScottishPower’s family of Digital platforms; whilst developing, building and implementing creative, innovative solutions within an ever-changing, fast-paced environment.

With your creative thinking you will play a significant part in the transition of the Retail business into a Digital world. As part of our agile methodology and approach you the Content and UX Manager will work with additional areas ofthe business to help introduce a comprehensive eCRM program to maximise online customer value and deliver

online customer experiences that increase repeat customer interaction.

The right candidate will take pride in their work and with the ability to tactically deliver results in a strategic manner in the following accountabilities:


  • Lead, maintain, manage and sign-off on all content changes within ScottishPower’s Digital space (family of websites, Smartphones, Tablets, Social Media content where appropriate) that impact on the customer experience

  • Take a Creative Directors approach to sign-off on all aspects of content design and presentation that impact upon the usability and experience of the site

  • Provide information architecture for all customer experiences including wireframes, paper prototypes, user journey mapping and input into functional and feature specifications

  • Own and manage all site usability requirements

  • Strategically contribute to best practice web user experience and through improvement recommendations andproduct enhancement copy

  • Set up and take ownership of the (ICC) Internal Copy Clearance audit and approval process for all Digital content, ensuring both customer and regulatory needs are met

  • Develop ScottishPower’s digital writing Style Guide

  • Scope and support the implementation of a content management system to improve and support enhanced Digital communications

  • Overall responsibility for look and feel / content of all websites – working with agencies and internal design resources, creating differentiated tone of voice and added value content

  • Plan and support campaigns that impact upon the sites customer experience, including 3rd party sites, email and other digital device campaigns

  • Develop and prototype the user experience for ScottishPower’s wider digital aspirations in terms of The Connected Home, Home Health and current and future Energy Services platforms



  • Proven track record leading online customer experience teams in a commercial environment demonstrating improvements in sales conversions, customer retention and overall usability across the Digital platforms (Smartphones, Tablets etc)

  • Expert in information architecture for internet sites across retail and commercial brands

  • Experience in retail sales promotional environments.

  • Expert level online creative and design skills

  • Desirable understanding of mobile and other internet based applications

  • Strong understanding of opportunities for ScottishPower in the Digital world, including keeping up-to-date with emerging/future customer and technological trends.

  • Ability to convert knowledge and opportunities including solid solutions that reach implementation.- Ability to own, address and resolve customer experience problems, such as root cause analysis

  • Strong organisational skills in order to effectively schedule diverse workloads.

  • Strong attention to detail.


  • Formal User Experience Certification

  • Significant experience of UX improvements in a corporate environment for web and mobile applications

  • Expert working knowledge of Adobe Creative Cloud and Sketch

  • Commercial Design and User Experience background

  • Benefits: Up to 10% Bonus opportunity and Single Health Cover Entitlement


“happy to talk flexible working”

Location: ScottishPower HQ, St Vincent St, Glasgow with some travel across Europe

REFERENCE: 5086635903

Publication date: 06.03.2018

Contract Type: Permanent / Full Time

Selection Method: Competency Based Interview

Salary: Minimum £46,000