Customer Research & Insight Lead
Thames Water
Reading,South East,UK
4d ago

We are Thames Water

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open.

We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes.

Our main role is to ensure customers can turn on the tap and get world class drinking water 24 / 7. We also safely transport and treat waste, returning it back to the environment.

About the role :

As Customer Research & Insight Lead your role will be to deliver customer insights and collaborate with colleagues to drive our strategy and transformational plans.

You will provide advice to the business on how to gain an understanding of customer and stakeholder wants and needs, implementing appropriate research and engagement methods to deliver high quality insights.

This is a 12 month (minimum) fixed term contract.

What you’ll be doing :

  • Delivering insights on what customers, communities and stakeholders want, including on customer service, the core water & wastewater service or wider environmental & societal issues and their priorities for improvement
  • Supporting, advising and collaborating internally with the planning leads building our long-term strategy & plans, or with colleagues working to transform the service we deliver to customers over the next few years
  • Consolidating different sources of insight and ensuring these needs & expectations are reflected in our strategy and transformational plans
  • Help in demonstrating a clear customer & stakeholder line of sight to assurance partners, the independent Customer Challenge Group and our economic regulator Ofwat
  • Providing regular updates on our programme of work, including the work of external partners such as research agencies
  • Working with key internal and external stakeholders to develop and deliver research and consultations to meet requirements and budget, using appropriate methods and tools
  • Analysing customer feedback, external data and operational insights to provide high quality and actionable intelligence
  • Reviewing success of insight activity ensuring the output has been used to drive the right customer and business outcomes
  • Presenting clear and compelling insight and feedback to internal stakeholders, including advice on how to use satisfaction and advocacy information appropriately
  • Keeping up to date on emerging developments and trends on customer research and insights
  • Creating and sharing communications on customer insight, triangulated with business insight and the activities to address these
  • What we’re looking for :

  • Strong customer advocate, able to use their passion alongside insights and create compelling arguments to influence the customer change agenda
  • Strong analytical skills, able to interpret and present information in a format that is easy to use for a range of stakeholders
  • Good stakeholder management skills and ability to work collaboratively with many different teams across the business
  • A good communicator who is able to communicate and present information in a clear and compelling way to internal and external audiences
  • Organised, structured and able to manage delivery of research and insight projects
  • Experienced in customer research methodologies and approaches
  • Here’s why you should you us!

    This is an exciting new role within the business that gives you lots of scope to develop this role whilst giving you exposure to internal and external stakeholders.

    You will bring the voice of the customer into the heart of our business, working with the wider Customer Research & Insight team to deliver a heartbeat of customer insights and provide strategy, design and operational teams with the guidance they need to improve the customer experience.

    Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme.

    This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.

    We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

    Click here to find out more about working at Thames Water

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