Customer Research Manager
Location
This role will initially be based in Bradford but we are moving our office to Leeds Valley Park in September 2026, so you will be based there in the future where we operate a hybrid working approach with two to three office days a week.
Work type
Permanent. 37 hours per week, Monday - Friday.
Overview
We have an exciting opportunity for a Customer Research Manager to join Yorkshire Water and help provide the best service to our customers.
Benefits
* Competitive salary up to £64,000, depending on experience.
* Car allowance of £500 per month (£6,000 per year).
* Annual incentive related bonus (up to 10% of annual salary).
* Private health care (self only).
* Attractive pension scheme (up to 12% company contribution).
* Life assurance cover of 4 times pensionable salary.
* 25 days annual leave plus bank holidays, plus an extra two wellness days.
* Health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
* Retail savings scheme.
* Online GP service, cycle to work scheme, gym membership discounts and other wellness benefits.
Responsibilities
* Lead the design and delivery of qualitative and quantitative research programmes, combining hands‑on expertise with strategic oversight.
* Lead end‑to‑end customer research, ensuring insight is robust, proportionate and clearly supports business and regulatory priorities.
* Personally design and undertake qualitative and quantitative research activity, including customer research, internal workshops and stakeholder engagement.
* Facilitate workshops with customers and colleagues to support insight generation, discussion and decision‑making.
* Provide expert leadership on research design, methodologies and interpretation.
* Translate complex data into clear, evidence‑based recommendations that drive action.
* Support the business in interpreting research findings and developing focused, evidence‑based action plans.
* Develop and deliver the customer research and insight strategy.
* Create and deliver high‑quality presentations and insight outputs for senior stakeholders, including executive teams.
* Build strong relationships across the business to ensure insight shapes key decisions.
* Lead and develop the insight team, building capability and driving continuous improvement.
* Commission and manage external research partners, ensuring quality, governance and value for money.
* Ensure consistent application of best practice and continuous improvement in research methods.
Skills & Experience
* Significant experience delivering qualitative and quantitative customer research.
* Strong expertise in research design, analysis and interpretation.
* Proven ability to manage complex research programmes and external agencies.
* Experience translating insight into clear, actionable recommendations.
* Strong stakeholder management skills, with the confidence to engage senior audiences.
* Experience leading and developing teams, including coaching and performance management.
* Excellent analytical skills, with the ability to synthesise complex data into meaningful insight.
* The ability to manage multiple priorities in a fast‑paced environment.
* A high‑energy, proactive approach—someone who takes ownership, drives activity forward and sees things through to delivery.
* The ability to connect the dots—bringing external insight, best practice and benchmarking into Yorkshire Water to continuously improve how we deliver customer research and insight.
Preferred Qualifications
* Experience working in a regulated or commercially orientated environment.
* Experience within utilities or a comparable sector.
* Experience of business planning, journey mapping, resource management or project management.
Accessibility and Inclusion
We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.
Closing Date
Closing date for this role is 10th June 2026.
No agencies please.
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