Overview
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. We have huge ambitions, including reaching net-zero by 2030, and partnering with Wildlife Trusts, National Parks and local partners to help ensure a better future. 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.
Responsibilities
* Gather and interpret customer feedback, complaints and performance data to identify trends and improvement opportunities
* 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
* Support the creation of customer journey maps using process mapping software (ProMapp / Visio) and diagnostics to guide service and policy design
* Elicit and document business and customer requirements – in the form of user stories and acceptance criteria – ensuring they are clear, concise and comprehensible
* Create and maintain a process matrix for all business and customer processes impacted by programme of work(s)
* Complete detailed SOP (Standard Operating Procedure) documentation for all processes, policies and procedures
* Work with Training Specialists to interpret into colleague facing training material
* Help interpret regulatory and advocacy input (e.g., Ofwat, CCW) into internal improvements
* Track and report on adherence to customer-related regulations and performance commitments through continuous audit activities, working closely with Regulation team
* Work closely with the IT function, bridging the gap between the technical teams and business
* Assist in delivering customer experience and continuous improvement initiatives aligned with strategic goals
* Collaborate across teams to embed customer-centric thinking and co-create solutions
* Support the creation and presentation of business cases, business value realisation documents and impact assessments
* Prepare reports and presentations for senior stakeholders and support customer communication efforts
Qualifications
* Proven experience in a business analyst or customer experience role, ideally within a regulated or service-focused industry
* Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
* Experience working with customer feedback tools, journey mapping, and service design methodologies
* Excellent communication and stakeholder engagement skills
* Proficiency in Microsoft Office Suite and data analysis tools (e.g., Excel, Power BI)
* Experience with contact centre reporting (Salesforce, PowerBI)
What’s in it for you
* 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 proud to have Investors in People recognition and offer an excellent range of benefits including:
* Generous holiday allowance plus bank holidays
* A discretionary Bonus
* Competitive contributory pension
* Share-save Scheme
* Various health benefits
* Wellbeing support programmes
* A range of Group Discounts
* Cycle to Work Scheme
* Financial support services
* And plenty more
Closing Date: 12th September 2025
Please 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.
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