Head of Customer Research and Strategy

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you looking for an opportunity to drive sustainable and measurable change to deliver positive impacts for our customers, communities and environment?

We currently have an opportunity for an experienced and driven Head of Customer Research and Strategy to join our Customer Service Directorate in either Exeter, Bristol or Redhill. You will receive a competitive salary plus a generous car allowance and excellent benefits package.

About the role:

The Head of Customer Research and Strategy is a senior leadership position responsible for shaping and driving customer-centric strategy across the organisation.

This role leads the development and execution of customer insights, market research, and strategic initiatives to inform decision-making and optimise customer experiences.

This role blends the integration of Customer Experience (CX), User Experience (UX), and customer research initiatives to align business goals with customer needs, behaviours, and market trends.

What you'll be doing:

• Developing and implementing the customer research, CX, and UX strategies aligning with business objectives, driving improved customer experiences and user interactions
• Driving and managing business transformation efforts, ensuring that customer experience initiatives align with the company’s evolving needs and market opportunities
• Overseeing contact centre readiness, ensuring that teams and systems are fully equipped to meet customer demands and deliver high-quality service
• Managing contact centre technology to ensure it meets both business and customer needs, enabling efficient and service delivery
• Managing and monitoring partner contracts, ensuring that external service providers deliver as per agreed SLAs and contribute to business goals
• Owning and delivering the Vulnerability and Affordability Plan, ensuring the business addresses the needs of vulnerable customers
• Ensuring the customer service business meets all regulatory requirements, maintaining high standards of compliance in all customer-facing operations
• Leading qualitative and quantitative research projects, gathering insights into customer needs, behaviours, and market trends to inform strategic decision-making
• Ensuring customer insights are effectively integrated into business operations and strategies by collaborating with other directorates

What we are looking for:

• Degree in Marketing, Business, Psychology or a related field, or relevant experience
• Proven experience in customer research, insights or strategy roles, in a leadership capacity
• Aptitude for addressing business challenges with research-driven solutions
• Ability to align research insights with business objectives
• Strong capability in analysing complex data and extracting actionable insights
• Experience in managing and developing high performing teams.
• Ability to articulate research findings to stakeholders clearly and effectively
• Strong ability to work cross-functionally and influence decisions

What's in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing support and development for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

In return, we offer an excellent range of benefits including:

• Generous holiday allowance plus bank holidays, with an option to buy / sell leave offering you extra flexibility
• Take up to 26 weeks’ additional maternity leave
• A company car or cash for car allowance
• A company bonus
• Private Medical Insurance
• Competitive Contributory Pension
• Invest in Pennon through our employee Sharesave scheme
• Shared parental leave
• Look after your wellbeing through our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, online retailer, travel, eating out, cinema, gyms and more through Perkbox

Closing Date: Monday 21st April, 2025

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.