Overview
Affinity Water is embarking on Phase 2 of the Customer Transformation Programme to redefine the Customer Experience operating model and replace legacy billing and debt management platforms. This is a career-defining opportunity to lead a transformation programme with full accountability for delivery to time, cost and quality.
The Role
Senior Programme Manager – Customer Transformation will lead and orchestrate a complex, multi-year transformation spanning technology, operating model redesign, customer journeys, data migration and cultural change.
You will:
* Own end-to-end delivery of the Customer Transformation Phase 2 programme
* Lead a programme structure of up to 40+ colleagues (internal and external), evolving across delivery stages
* Oversee replacement of core billing and debt management systems and integration with CRM, digital channels, and contact centre technologies
* Design and embed a future-ready Customer Experience operating model
* Manage phased migrations including build, data migration, UAT and cutover
* Lead procurement and ongoing oversight of a Systems Integrator
* Own a multi-million-pound budget with rigorous forecasting, benefits tracking and governance compliance
* Engage regularly with Executive leadership and provide strategic oversight reporting to Board representatives
* Translate complex technical and data concepts into clear, compelling narratives for senior stakeholders
This is a highly visible leadership role requiring strong commercial acumen, strategic oversight and hands-on delivery credibility.
What We’re Looking For
We’re seeking an experienced transformation leader who brings:
* 10+ years’ senior programme leadership experience delivering large-scale technology and business change initiatives
* Proven end-to-end delivery of enterprise billing and/or collections platform transformation
* Experience leading cross-directorate change at scale, driving alignment across complex organisations
* Strong Systems Integrator and multi-vendor management expertise, including commercial oversight
* Deep knowledge of data migration, reconciliation and phased cutover strategies
* Demonstrated benefits realisation, including measurable improvements such as cost-to-serve reduction, bad debt optimisation and customer experience uplift
* Confidence operating in hybrid delivery environments, blending Agile-at-scale with robust governance controls
* Executive-level stakeholder engagement capability, with the credibility to influence at Board level
Additionally:
* Experience within utilities, financial services, telecoms or the public sector is highly desirable
* Professional certifications such as PRINCE2, APM, SAFe, Lean/Six Sigma or PROSCI are advantageous — however, proven delivery experience and impact are valued more highly than formal qualifications
Personal Qualities
* Credible, visible and inspiring leader
* Strategic thinker who connects change initiatives across the organisation
* Strong communicator able to simplify complexity
* Commercially astute with strong financial oversight
* Resilient, decisive and delivery-focused
* Collaborative, inclusive and committed to customer outcomes
Benefits
* Salary dependant on skills and experience
* Hours: Monday - Thursday 08.30am - 17.00pm and Friday 08.30am - 16.30pm
* Hybrid role with attendance in Hatfield office 2–5 days per week, aligned to programme demands
* Car cash allowance
* Learning and development opportunities, including mentoring and formal courses
* Entry into the company annual bonus scheme
* Annual leave from 26-30 days rising with length of service, with option to purchase up to 5 extra days
* A Celebration Day for religions or other important occasions
* A generous pension scheme with company contributions
* Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave
* Menopause policy and Reasonable Adjustment policy
* Access to Wellbeing Centre for physical and mental health support
* Discounts at a range of retailers and on dental and medical insurance
* Up to 4 Affinity days per year to volunteer
* Life Assurance
Disability Confident
Affinity Water is a Disability Confident employer. We’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. If high volume of applicants prevents interviewing all, we’ll take a fair and proportionate number of disabled candidates through.
Affinity Water recognises the benefits of greater diversity in our workforce and is committed to building an inclusive culture where every member can thrive.
You can find out what it’s like to work at Affinity Water through our career site: https://www.affinitywatercareers.co.uk/ where colleagues share their career development stories and you can get a feel for our company culture.
#J-18808-Ljbffr