Customer Digital Experience Lead

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

 We offer a competitive salary depending on experience

 •    A company car allowance scheme (£6000 per year)
•    Annual incentive related bonus (up to 15% of annual salary for the 2026/2027 performance year) 
•    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!

 Where I’d work:  This role will initially be based in Bradford but we’re moving our office to Leeds Valley Park in summer 2026, so you’ll be based there in the future. There will hybrid working in place for this role.

 Work type: This is a permanent opportunity, working full time, 37 hours per week, Monday – Friday

 We have an exciting opportunity for a Customer Digital Experience Lead to join the Customer Experience team 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. 

With new environmental legislation, rising customer expectations and a huge transformation agenda, this is an exciting time to join us.

Yorkshire Water’s ambition is simple: do what is right for our customers. That means providing easy, helpful, digitally enabled and accessible experiences every day.

 Where you fit in:

We’re looking for a customer obsessed, insight driven, people focused lead to shape the future of our digital customer experience.

As our Customer Digital Experience Lead, you will bring the voice of the customer into every conversation — ensuring our digital journeys (web, notifications, self service, CRM enabled journeys) are simple, intuitive and supportive. You’ll work across the whole organisation to turn customer insight into tangible improvements that make a real difference to people’s lives.

This is not a technical development role. It’s about leading through influence, simplifying complexity, and making sure digital change always starts with customer needs — not systems. Removing friction between digital and human and designing seamless self serve.

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What You’ll Be Doing - 

Customer Strategy & Vision

•    Shape and champion a clear digital experience vision rooted in customer needs and real world behaviours.
•    Translate customer pain points, research and journey insights into a prioritised roadmap that improves experience, accessibility and engagement.

Cross Functional Leadership
•    Bring teams together across operations, people, digital, IT, comms and regulatory to deliver joined up customer journeys.
•    Facilitate workshops, build alignment, and influence people at all levels to keep customer experience at the centre of decisions.
•    Ensure digital investments are grounded in customer value, not technology led thinking – leading to clear improved customer outcomes & benefits. 
Customer Insight & Performance
•    Use data, research, feedback and analytics to understand customer behaviour and identify opportunities for improvement.
•    Develop clear, meaningful measures of digital experience performance and track progress.

Digital Experience Delivery
•    Lead improvements across key digital touchpoints including web, app, CRM enabled journeys, proactive notifications and self service tools.
•    Champion accessibility, inclusivity, trust and transparency in all digital experiences.
•    Support digital teams and product owners to ensure journeys are simple, clear and easy for customers to use.

Data Governance & Responsible Use
•    Oversee customer data governance principles (not technical data architecture).
•    Ensure data is used in a safe, compliant, ethical and customer friendly way.

Engagement & Communication
•    Provide confident, clear storytelling to executive teams and the Board — making complex issues simple and actionable.
•    Build strong networks across the business and act as a trusted adviser on customer needs.

What skills and qualifications you will need:

•    A strong background in customer experience, digital customer journeys, service design or customer strategy.
•    Natural curiosity about customers — what they value, how they behave and what makes experiences feel easy.
•    Proven ability to influence, challenge and bring others on the journey.
•    Experience leading cross functional initiatives from idea to delivery.
•    Excellent communication and storytelling skills, able to speak confidently with non technical audiences.
•    Comfortable working with insight, analytics and behaviour data to shape decisions (without being a data specialist).
•    Highly organised, proactive and focused on outcomes.

It would be be beneficial if you had the following - 

•    Experience within utilities, regulated sectors or large service organisations.
•    Understanding of accessibility standards, web optimisation or customer facing digital platforms.
•    Familiarity with CRM supported journeys, contact strategies or multi channel service design.
•    Awareness of water industry regulations and digital service obligations.

Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy! 

Do we sound like your cup of tea?   

 If you’re passionate about improving customer experiences and excited by the challenge of shaping the digital future of Yorkshire Water, we’d love to hear from you.

 If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process, if you could please submit an up to date CV and a covering letter outlining your suitability for the role.

 Recruitment Process: 

  Closing Date:   30th April, 2026

 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.

 All our roles are subject to a medical questionnaire, and further medicals when required.

 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.
 

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.
 

 No agencies please.