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Summary:
Are you a true customer champion with a knack for turning data into actionable insights?
As our Head of Customer Insights, you'll be at the forefront of ensuring customer voice shapes every decision we make. You'll be responsible for capturing crucial data, sharing what you've learned, and translating those insights into tangible actions for the business.
This role is all about owning our customer engagement and insight strategy, including overseeing the panels and groups that ensure our insights are robust and truly reflect what our customers need. If you're passionate about putting customers at the heart of everything we do and driving meaningful change, this is the perfect opportunity for you!
Main responsibilities:
- Responsible for the development and implementation of the company customer engagement and insight strategy. Ensuring customers are at the heart of decision making and the company meets the licence compliance requirements.
- Accountable for identifying and informing the company of customer trends, segmented customer groups and audience personas at a granular level and using this data to help shape the company direction to deliver our vision to be the water company people want to be supplied by.
- Using the in-house insight and research team supplemented by external research resources, working with departments across the business to identify and deliver the insight needed to support key decisions.
- Responsible for the capture of customer data, through innovative design and implementing qualitative and quantitative research groups and methodologies including focus groups and surveys, which yield actionable insights to improve customer experience.
- Establish and manage the ongoing engagement programme with customers, and their inclusion in company strategy setting, oversight and decision making.
- To Lead the relationships with the company’s Customer Panel (or similar group), working with Directors and senior colleagues to agree the remit and structure of the group(s), and with group members, ensuring that relationships are clear, professional and cordial at all times. Essentially ensuring the robustness of research upon which insight is based.
- Ensure technology platforms can hold, analyse and distribute insight related to customer service. Ensuring the platform is fit for purpose, effective and innovative.
- Horizon scan outside of the organisation to determine customer experience trends and innovations, ensuring South East Water providing a 10/10 service to its customers.
You'll need:
Skills / Qualifications / Experience
- Significant experience of the development and implementation of Customer experience strategies. Experience of working with internal stakeholders, external stakeholders and with end-user customers.
- Experience of working within multi-disciplinary programmes of work.
- Strategic thinking - ability to prepare, adapt and deliver strategic plans.
- Strong and effective networker - able to confidently establish collaborative, cross-sector stakeholder networks at all organisational levels.
- Effective communicator - comfortable with working within the organisation and with external organisation and presenting to external stakeholders.
- Strong and effective written and verbal communication skills.
- Strong leadership skills - ensuring the team (direct and indirect) are engaged, empowered and delivering high performance.
- Understanding of how customer insight is gathered, analysed and transported into organisations for use.
It will be a bonus if you have:
Skills / Qualifications / Experience
- Understanding of behaviour change techniques and tools, the theories and the practical effectiveness.
- Water industry would be beneficial.
- Behaviour change would be useful.
Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.
We want to be the water company people want to be supplied by and want to work for.
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
Benefits package:
- Excellent Stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle to work scheme.
- Health cash plan.
- Life assurance.
- Wellbeing related benefits.
What can you expect from your recruitment?
- To apply for this position, please submit your CV on our career’s website.
- It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
- Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.
If this sounds like the opportunity you’ve been looking for, apply now!
South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.
Compensation package:
£65,000 + £9,844 car allowance + senior management bonus
