Welcome to Yorkshire Water
Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:
Benefits
* Competitive salary up to £64,000, depending on experience
* Car allowance of £500 per month (£6,000 per year)
* Annual incentive related bonus up to 10% of annual salary
* Private health care (self only)
* Attractive pension scheme with up to 12% company contribution
* Life assurance cover of 4 times pensionable salary
* 25 days annual leave plus bank holidays, and two additional wellness days
* Health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover available
* Retail savings scheme
* Online GP service, cycle to work scheme, gym membership discounts and many more
Location
This role will initially be based in Bradford but we’re moving our office to Leeds Valley Park in September 2026, so you’ll be based there in the future where we operate a hybrid working approach with two to three office days a week.
Work Type
Permanent. 37 hours per week, Monday – Friday.
Job Title
Customer Research Manager
About the Role
We are looking for a Customer Research Manager who will lead how we understand our customers and turn insight into action. This key leadership role involves shaping and delivering high‑quality customer research, ensuring robust evidence is at the heart of business decisions, regulatory thinking and customer experience improvements.
Responsibilities
* Lead end‑to‑end customer research, ensuring insight is robust, proportionate and clearly supports business and regulatory priorities.
* Personally design and undertake qualitative and quantitative research activity, including customer research, internal workshops and stakeholder engagement.
* Facilitate workshops with customers and colleagues to support insight generation, discussion and decision‑making.
* Provide expert leadership on research design, methodologies and interpretation.
* Translate complex data into clear, evidence‑based recommendations that drive action.
* Support the business in interpreting research findings and developing focused, evidence‑based action plans.
* Develop and deliver customer research and insight strategy.
* Create and deliver high‑quality presentations and insight outputs for senior stakeholders, including executive teams.
* Build strong relationships across the business to ensure insight shapes key decisions.
* Lead and develop the insight team, building capability and driving continuous improvement.
* Commission and manage external research partners, ensuring quality, governance and value for money.
* Ensure consistent application of best practice and continuous improvement in research methods.
Skills and Experience
* Strong expertise in research design, analysis and interpretation.
* Proven ability to manage complex research programmes and external agencies.
* Experience translating insight into clear, actionable recommendations.
* Strong stakeholder management skills, with the confidence to engage senior audiences.
* Experience leading and developing teams, including coaching and performance management.
* Excellent analytical skills, with the ability to synthesize complex data into meaningful insight.
* Ability to manage multiple priorities in a fast‑paced environment.
* High‑energy, proactive approach—someone who takes ownership, drives activity forward and sees things through to delivery.
* Ability to connect the dots—bringing external insight, best practice and benchmarking into Yorkshire Water to continuously improve customer research and insight.
Additional Skills and Experience
* Experience working in a regulated or commercially oriented environment.
* Experience within utilities or a comparable sector.
* Experience of business planning, journey mapping, resource management or project management.
* Experience of flexible working patterns and job share options is valued.
Medical and Security Checks
All roles are subject to a medical questionnaire and further medicals when required. Successful candidates may need to undergo a Basic Disclosure Check and, depending on the role, a Counter‑Terrorist Check or Security Check clearance.
Accessibility and Adjustments
We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.
Closing Date
Closing date for this role is 10th June 2026.
Employment Terms
Kelda Group reserves the right to close this position before the published closing date should the need occur. We therefore advise that you complete and submit your application as soon as possible with your CV and a covering letter outlining your suitability for the role.
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