Closing Date
2025-09-07
Job Title: Customer Strategy Lead
Location: Hybrid – 2 days in Durrington office, 3 days WFH
Contract Type: Perm
Hours: 37
Salary: £55,000 - 65,000 per annum DOE
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Job Overview
Join us at a pivotal moment in our transformation journey. As Customer Strategy Lead, you’ll help shape the future of customer engagement in the water sector - an industry with deep purpose and tangible impact. This is your chance to lead meaningful change, influence executive-level decisions, and leave a lasting legacy.
Why This Role Stands Out:
• Purpose with Power: Work in a sector that directly improves lives and the environment
• Big Changes, Fast Impact: Drive initiatives that deliver real results - quickly and visibly
• Autonomy & Influence: Own your strategy, shape your vision, and make a name for yourself
• Executive Exposure: Collaborate with senior leaders and represent the customer voice at the highest levels
• Exciting Change Projects: Be at the heart of long-term transformation programmes
About You
What You’ll Do
- Lead the development and integration of customer-facing strategies across Digital, Vulnerability, Debt, Experience, Marketing, and more
- Author and coordinate the Retail/Customer Business Plan and regulatory submissions (WRMP, DWMP, Drought Plan)
- Champion customer insight and innovation to inform service design and delivery
- Collaborate with internal teams and external stakeholders to ensure alignment and value
- Monitor performance and drive continuous improvement through strategic recommendations
What You’ll Bring
- A proactive, self-starting mindset - ready to tackle problems and craft solutions independently
- Strategic thinking with strong planning and forward-looking capabilities
- Excellent communication and collaboration skills across diverse teams
- Numeracy and analytical strength - comfortable with business cases and cost-benefit analysis
- Experience in large organisations or consultancy environments
- Water industry knowledge is a plus, but not essential
Qualifications & Experience
- Experience in similar and related roles will be a key consideration.
- Proven experience in customer strategy, business planning, or regulatory engagement
- Degree in Business, Strategy, Marketing, or related field is desirable
- Familiarity with Ofwat’s regulatory framework is desirable
Package
This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH.
We are offering a salary of up to £65K per annum depending on skills and experience as well as other benefits including:
• Generous pension up to 11% company contribution
• 25 days annual leave
• Life assurance equal to 4x salary
• Salary sacrifice electric car scheme (after 6 months service)
• Health Cash Plan
• Full funded eye tests
• Two paid volunteering days a year
• Occupational health service
• Discounts with over 800 popular retailers
• Digital GP service
• Study support may be available for job-related qualifications
• Competitive maternity leave and flexible return to work options
• Cycle to work scheme
Join our Customer Strategy Insight and Performance team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.
Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?
If this role isn’t quite what you’re looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com)
Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.
Privacy Statement:
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.
All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
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