Are you passionate about putting customers at the heart of business decision-making? We’re looking for a Strategic Customer Engagement Manager to lead our customer engagement strategy and shape how customer insight drives our future plans.
This is a high-impact role where you’ll work at the centre of strategy, regulation and customer experience—engaging with senior stakeholders, regulators and industry bodies to ensure our customers’ voices are embedded in everything we do.
What you’ll be doing
As our Strategic Customer Engagement Manager, you’ll lead the development and delivery of a strategic engagement programme that directly influences business planning and regulatory activity.
You’ll:
1. Design and deliver our strategic customer engagement programme, including input into the PR29 price review
2. Act as the key liaison with the Independent Challenge Group, ensuring effective collaboration and insight-sharing
3. Lead initiatives that embed customer involvement in decision-making in line with regulatory requirements
4. Chair and support internal governance forums, including the customer decision-making steering group
5. Provide strategic insight to guide business planning, investment priorities and customer experience improvements
6. Work cross-functionally with teams across Customer Experience, Asset Management, Finance and Operations
7. Support industry engagement, including CCW accountability sessions
What we’re looking for
We’re seeking a strategic thinker with strong stakeholder engagement skills and a passion for customer-centric change.
You’ll bring:
8. Experience working within the water industry or a regulated utility (essential)
9. Proven experience embedding customer-focused decision making into business processes
10. Strong experience engaging and influencing senior stakeholders and executive audiences
11. Ability to develop and deliver engagement strategies aligned to regulatory requirements
12. Excellent communication and presentation skills
It would be great if you also have:
13. Experience supporting or delivering price review processes
14. Knowledge of customer engagement techniques and measurement approaches
15. Experience working with communities, focus groups or engagement agencies
Key skills
16. Strategic thinking and planning
17. Exceptional stakeholder engagement and relationship management
18. Strong organisational and project management capability
19. Confidence working in a fast-paced, regulated environment
20. Proactive, resilient and able to influence change
Benefits:
21. Salary circa £64,000 dependant on sills and experience
22. Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
23. Entry into the company annual bonus scheme.
24. Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
25. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
26. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
27. We offer a range of 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.
28. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
29. Access to our Wellbeing Centre with support for looking after your physical and mental health.
30. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
31. Up to 4 Affinity days a year to volunteer in the community.
32. Life Assurance.
Disability Confident
As 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. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it’s like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.