Overview
Reporting to the Chief Strategy & Stakeholder Engagement Officer, the Head of Customer Insight will lead the company's customer insight Business Unit, ensuring that the voice of the customer is central to decision-making across the organisation. This role will be responsible for gathering, analysing and interpreting customer insight to inform business planning and improve service delivery. They will provide evidence-based insight into customer needs, behaviours and experiences, ensuring the voice of the customer shapes strategy, operations, and performance.
Responsibilities
* Define and deliver a clear customer insight strategy that aligns with corporate objectives, regulatory commitments.
* Manage all the company's customer and stakeholder research requirements to understand attitudes, expectations, priorities and acceptability to inform long and short-term decision-making, strategy and associated business plan development. Responsible for commissioning and undertaking research to provide independent evidence to inform corporate strategy.
* Analyse relevant customer data to identify trends, risks and emerging issues across the customer base for the purposes of strategic and business planning.
* Develop insight into the behavioural drivers and barriers influencing customer actions, using behavioural science and evidence-based approaches. Informs the design of effective strategies (and maintains oversight of their effective delivery) to enable sustainable behaviours to meet key business requirements and long-term outcomes.
* Provide high-quality insight and analysis to inform corporate strategy, business planning, investment decisions and service improvement.
* Lead customer segmentation, trend analysis and predictive insight to anticipate future customer needs and risks.
* Work closely with Customer, Operations, Finance, Regulation and Digital teams to ensure insight informs performance management, customer experience and regulatory submissions.
* Develop and maintain effective governance, standards and assurance for customer insight, ensuring consistency, quality and ethical research practice.
* Lead, develop and motivate a high-performing customer insight team, building capability, professionalism and a culture of curiosity and continuous improvement.
* Act as a senior advocate for the customer voice, representing customer insight at Executive, Board and external stakeholder forums as required.
* Oversee the company's development and use of Consumer Panels as well as managing the needs and requirements required by external panels (e.g. CCW).
* Oversee and ensure adherence to the company's obligations to adhere with Ofwat's Customer Involvement Rule.
* Oversee the company's Independent Challenge Group (or any such successor).
Qualifications
* Degree (or equivalent experience) in a relevant discipline such as market research, social science, behavioural science, data/analytics, economics, or a related field.
* Relevant professional accreditation is desirable but not essential.
* Significant senior-level experience leading customer insight, analytics, or research activities, ideally within a customer-facing and/or regulated environment.
* Proven track record of designing, commissioning, and delivering customer and stakeholder research (qualitative and quantitative) to produce independent, evidence-based insight.
* Demonstrable experience analysing customer and operational data to identify trends, risks, and emerging issues and translating findings into clear recommendations for senior stakeholders.
* Experience using customer insight to shape strategy, business planning, service delivery improvements, and performance measures.
* Practical experience applying behavioural insight approaches to understand drivers and barriers to customer action, informing the design and evaluation of effective interventions.
* Experience managing external research/insight partners and suppliers, including budgets, procurement, and quality assurance.
* Strong understanding of customer needs, behaviours, and experiences, and how to embed the "voice of the customer" in decision-making.
* Excellent analytical capability, with confidence interpreting and challenging data and research outputs to draw meaningful conclusions.
* Familiarity with behavioural science principles and evidence-based approaches to influencing behaviour (desirable).
* Strong stakeholder management and communication skills, with the ability to present complex insight clearly to executive and board-level audiences.
* Strong planning and organisational skills, able to prioritise across multiple workstreams and deliver to deadlines.
* Due to the nature of the industry, satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.
Benefits
* As well as a market competitive salary, 36 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
* Option to buy additional annual leave up to 5 days per year
* Enhanced employer pension contributions - Up to 11% employer contributions
* Free Mortgage Brokering Services
* Enhanced family friendly policies
* Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
* Gym and fitness discounts as well as high street shopping
* Cycle to work scheme
* Discount off all Welsh Water visitor attraction centres and gift shops
* Car-leasing scheme and free on-site parking at all sites
* Health CashBack scheme and access to an online GP service
* An employee assistance programme for employees and their immediate family
* Many more can be found on our website.
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019.
#J-18808-Ljbffr