At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.We currently have an opportunity for a Customer Business Analyst to join our team based in Exeter, Bristol, Redhill.Joining us on a full-time permanent basis, you will receive a competitive salary of up to £29,000 per annum plus excellent benefits.As a Customer Business Analyst within the Customer Experience and Policy team, you will play a pivotal role in supporting the delivery of a customer-centric strategy that aligns with regulatory expectations and customer centric frameworks. You will work closely with the Customer Experience and Policy Manager to translate regulatory requirements, customer insights and performance data into actionable improvements across customer journeys, policies, and processes.
What you’ll be doing:
1. Gather and interpret customer feedback, complaints and performance data to identify trends and improvement opportunities
2. Work closely with the Customer Insight team to turn findings into actionable business recommendations, using a scoring methodology to prioritise against customer and business needs
3. Support the creation of customer journey maps using process mapping software (ProMapp / Visio) and diagnostics to guide service and policy design.
4. Elicit and document business and customer requirements – in form of user stories and acceptance criteria – ensuring they are clear, concise and comprehensible
5. Create and maintain a process matrix for all business and customer processes impacted by programme of work(s)
6. Complete detailed SOP (Standard Operating Procedure) documentation for all processes, policies and procedures.
7. Work with Training Specialists to interpret into colleague facing training material
8. Help interpret regulatory and advocacy input (, Ofwat, CCW) into internal improvements
9. Track and report on adherence to customer-related regulations and performance commitments through continuous audit activities, working closely with Regulation team
10. Work closely with the IT function, bridging the gap between the technical teams and business.
11. Assist in delivering customer experience and continuous improvement initiatives aligned with strategic goals.
12. Collaborate across teams to embed customer-centric thinking and co-create solutions.
13. Support the creation and presentation of business cases, business value realisation documents and impact assessments
14. Prepare reports and presentations for senior stakeholders and support customer communication efforts.
What we are looking for:
15. Proven experience in a business analyst or customer experience role, ideally within a regulated or service-focused industry.
16. Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
17. Experience working with customer feedback tools, journey mapping, and service design methodologies.
18. Excellent communication and stakeholder engagement skills.
19. Proficiency in Microsoft Office Suite and data analysis tools (, Excel, Power BI).
20. Qualifications:
21. Experience with contact centre reporting (Salesforce, PowerBI)
What's in it for you:
22. We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
23. Generous holiday allowance plus bank holidays
24. A discretionary Bonus
25. Competitive Contributory Pension
26. Share-save Scheme
27. Various health benefits
28. Wellbeing support programmes
29. A range of Group Discounts
30. Cycle to Work Scheme
31. Financial support services
32. And plenty more!
Closing Date: 12th September 2025Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.Our core values which are essential to our success are:Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.Be the Future - Embrace change. Drive Progress. Own the challenge.