Company Description
Water Utility Company based in Yorkshire region of England.
Job Description
Customer Experience Performance & Improvement Programme Manager
Salary & Benefits
* Competitive salary up to £70k per annum, depending on experience
* Company car lease/allowance scheme (£2,510 cash allowance)
* Annual incentive bonus (up to 10%)
* Private healthcare (self only)
* Attractive pension scheme (up to 12% employer contribution)
* Life assurance (4x pensionable salary)
* 25 days annual leave plus bank holidays and an extra wellness day
* Additional benefits: health cash plan, critical illness insurance, dental insurance, life assurance flex, partner cover
* Retail savings scheme, online GP, cycle to work, gym discounts, and more
Location
Bradford/Hybrid (office and home working)
Work Type
Permanent, 37 hours/week, Monday to Friday, 8:00am-6:00pm
About the Role
Join Yorkshire Water as a Customer Experience Performance & Improvement Programme Manager. You will drive change initiatives to enhance customer experience and support the PR24 plan, managing a team and engaging stakeholders across the organization.
Responsibilities
* Advocate for customer needs, utilizing data to improve journeys and reduce costs
* Build capability within the CX Portfolio team
* Present performance reports to decision-making boards
* Lead and manage a diverse programme of initiatives, overseeing budgets, risks, milestones, and documentation
* Ensure accurate forecasting and governance processes
Skills & Qualifications
* Experience managing complex programmes, with formal project management qualifications (Prince2, MSP, or similar)
* Change management expertise
* Knowledge of Waterfall and Agile methodologies
* Leadership of PMO teams
* Financial acumen in business case development
* Strong stakeholder management and communication skills
* Analytical and problem-solving abilities
* Understanding of Six Sigma principles is a plus
* Previous experience in water industry or utilities is advantageous
Additional Requirements
Valid UK driving license with no more than 6 points. Flexibility for travel across Yorkshire.
We support flexible working, typically 2 days in-office per week. The office is open Monday-Friday during working hours.
If you are passionate about customer experience and want to make a difference in the water sector, apply now with your CV and cover letter.
Recruitment Process
Closing date: 2nd June 2025.
Yorkshire Water values diversity and encourages candidates from all backgrounds to apply. Pre-employment checks include a Basic Disclosure and possibly security vetting depending on the role. Kelda Group reserves the right to close the vacancy early. #J-18808-Ljbffr