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Salary & Benefits :
We offer a competitive salary of up to £70k per annum, depending on experience
* A company car lease/allowance scheme (£2,510 cash allowance)
* 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 wellness day!
* A great benefits package – choose from 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 many more!
Location: Bradford/ Hybrid Working (a mix of office and home working)
Work type:Permanent. 37 hours per week, Monday – Friday between the working window of 8:00am-6:00pm.
We have an exciting opportunity for aCustomer Experience Performance & Improvement Programme Manager to join the Customer Experience function at Yorkshire Water.
What we do:
Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this.
We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.
New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.
This is a critical role in the Customer Experience Portfolio team, reporting to the CX Portfolio Manager and representing Change for the whole CX Leadership Team.
Where you fit in –
You will drive, manage, lead and implement the Customer Experience programme of change to enable Customer Experience improvements and the delivery of the PR24 plan. You will manage a team of Performance Excellence and project professionals across the business through both formal and matrix management to implement a significant programme of change for the organisation to deliver the customer experience vision and goals.
You will be a senior member of the Customer Experience Portfolio team, you will proactively contribute to driving high performance of the Portfolio and enable better outcomes for all Colleagues and Customers within the department. You will have significant stakeholder engagement and the ability to create strong effective relationships with all colleagues from across the business and 3rd party contractors. You will report to the Customer Experience Change Board and contribute to the various wider Yorkshire Water Portfolio Change Board inputs.
You will support on performance initiatives across all of Customer Experience (CX), including the following areas - CX Service Operations, Central Control, Loop: Household Billing, Wholesale Markets, Developer Services, CX Digital, Customer Policy and Compliance, Brand & Communications, CX Strategy, Regulation & Insight
You will –
* Be a true customer advocate – reflecting the needs of customers back into the organisation by bringing the customer experience to life and using data to drive a better experience across customer journeys while reducing in our cost to serve
* Ensure that the CX Portfolio team and the wider organisation have the capability to drive and implement the programmes that will deliver the vision and goals of the CX Directorate
* Prepare and present portfolio performance reports to various “Decision Making Boards”, providing insights, challenges and recommendations, ensuring that the relevant actions and decisions are recoded and managed appropriately
* Provide thought leadership across the management/matrix management team, influencing and embedding a learning and collaborative culture using various tools, techniques and methodologies to drive ownership, accountability and successful outcomes
* Interpret data and use it to tell a compelling story internally and externally, and translate analysis into meaningful recommendations and actions
* Recognise programme challenges prior to them becoming an impact or issue and support team to mitigate and resolve
* Lead, direct and manage the day to day activities of a diverse Programme of Initiatives including the management of the following aspects; Finances, Resources, Milestones, Risks and Issues (identification and resolution), Evaluation framework management, Overall programme plan, Programme reporting and Programme documentation including PIDs, RACIs, Risk and Issue logs, etc.
* Ensure that forecasting at a programme level is accurate and robust
* Contribute to a consistent governance process for the delivery of initiatives within the CX Portfolio
What skills and qualifications you will need:
* Previous experience of managing a range of Programmes in terms of size and complexity and ideally formal qualifications in Project Management and/or Programme Management Prince2 or Managing successful programmes (MSP) or equivalent
* Experience of change management
* Experience of demand governance
* Knowledge of both Waterfall and Agile methods and processes
* Experience of managing and developing a team of PMO colleagues
* Experience of producing financially secure business cases
* Excellent interpersonal, collaboration and communication skills and experience of executive level reporting
* Sound analytical and problem solving capabilities
* Understanding of Six Sigma and how to apply the principles in a customer focussed transactional team would be beneficial
* Excellent verbal and written communication skills
* Proven influencing and negotiating skills at all levels
* Ability to take difficult decisions and see things through
* It would be advantageous if you have previous experience in the water industry or similar utilities organisation
The role will involve travel to different sites across Yorkshire, therefore you will need a UK driving licence with no more than 6 points.
We embrace a flexible working model, where our hybrid setup typically requires an average of 2 days in the office per week. This could be slightly more when collaborative efforts, training or meeting deadlines demand it. For those who prefer to work on-site, our office is open Monday-Friday during working hours.
If you’re an experienced Customer obsessed Programme or Project Management professional with strong stakeholder skills and want to help us deliver exceptional service for our customers whilst protecting the environment, then apply today to find out what a career with Yorkshire Water can offer for you.
Please complete the online application process and submit a covering letter and CV outlining your suitability for the role.
Recruitment Process –
We are proud to serve the Yorkshire region and are committed to creating a diverse and inclusive environment that is reflective of the communities we serve. We strongly encourage candidates of all different backgrounds to apply.
If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.
Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.
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