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Customer Insight Analyst x 2

 

Salary: £29,000 - £35,000 + 25 days holiday + Bank Holidays.

Location: Livingstone House, Leeds with home working currently due to Covid 19

 

Purpose of the role

 

Using the latest qualitative and quantitative market research techniques, the Customer Insight Analyst will provide robust insights and key customer and stakeholder support for the development and delivery of Yorkshire Water’s business plan.

 

Key Accountabilities

 

Some of the key responsibilities you will have will include but are not limited to:

 

  • Accountable for ensuring that the latest research and analysis techniques are employed to understand and establish the customer view, driving our ability to connect with and understand our customers through the latest customer and economic research thinking and techniques, by keeping abreast of new developments, benchmarking and testing our capability outside the industry and outside the region, literature reviews, industry collaboration etc.
  • Accountable for reflecting customer and stakeholder insights in a timely and consistent manner to key individuals and teams within Yorkshire Water
  • Responsible for the ongoing management and development of Yorkshire Water’s Online Community, ensuring its membership is representative of the population of Yorkshire.
  • Responsible for reflecting customer and stakeholder insights in a timely and consistent manner to inform the independent Yorkshire Forum for Water Customers
  • Responsible for the development, implementation and delivery of key customer and market research activity to support the development and delivery of Yorkshire Water’s business plan, including, brand strategy and customer service strategy
  • Responsible for the collation and dissemination of key company reporting
  • Providing support for the development, implementation, and delivery of the company strategies, ensuring any insights are robust and supported by the views of our customers and key stakeholders.

 

Knowledge and Skills Required

 

Essential

 

  • Experience of understanding where your role fits within a business plan and then developing ways to deliver the outputs
  • Experience of supporting and embedding change, able to influence and drive the right culture and behaviours
  • The capability, energy and tenacity to deliver sustainable performance against challenging business targets
  • A self-starter, the confidence and capability to both challenge accepted beliefs, propose alternative views and construct robust arguments
  • Experienced in both qualitative and quantitative research techniques, including statistical analysis
  • Proven ability to work with external suppliers such as consultants or agencies
  • Able to develop and maintain effective internal and external relationships
  • With excellent written (plain English) and oral communication skills, an ability to communicate and engage people at all levels and adapt approach to suit audience
  • Persuasive and influential
  • Clearly demonstrates the Yorkshire Water company values and behaviours
  • Able to challenge in a constructive manner, give, receive, and act on feedback
  • Able to manage conflicting priorities and balance the needs of multiple stakeholders

 

 

Desirable

 

  • Proven ability to support projects throughout the entire research cycle
  • Experience of driving sustainable performance against challenging business targets
  • A good quality degree and/or professional qualification in a relevant subject, such as research, economics, statistics, or marketing
  • Able to demonstrate an in-depth knowledge of the water industry and the regulated environment
  • Some experience of strategic thinking, and the ability to articulate clear strategic direction
  • Previous experience in a strategic role in a commercially orientated and / or regulated environment
  • Numerate, with some customer analytics knowledge / experience
  • Experience of project management

 

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 also, please upload an up to date copy of your CV and cover letter outlining your relevant experience for the role.

 

 

Advert End Date: Sunday 24th October

 

 

What's in it for you?

We are committed to attracting and developing the best people across our business. Our success relies on our ability to provide a supportive, inclusive and motivating environment where everyone has a role to play in supporting the delivery of outstanding service to our customers.

 

We offer excellent career opportunities to our colleagues, in an environment that is challenging and rewarding.

 

We are looking for highly talented people who can demonstrate an affinity with our values to help us achieve our vision of 'taking responsibility for the water environment for good'. In return, we offer a lively and diverse environment in which people can build a long and varied career, rewarded with an excellent salary and benefits package.
 


Company Information

 

Everyone has an idea of what a water company does. Here in Yorkshire we make sure that all 5.2 million people living in the region have clean safe drinking water on tap and their waste water taken away. But for us it's so much more than this.

 

We care passionately about the environments and communities in which we work; we always look for new innovative ways to do things that deliver great value for our business and deliver the service our customers want and expect.

 

Our customers are at the heart of what we do and how we do things. We work best as a company to deliver this when we work together - team work, creativity, enthusiasm and passion are inherent within our 3000 people who work 24/7 365 days a year to keep Yorkshire's water flowing.

 

We are a business that has its eye on the future, planning ahead to look after Yorkshire's water, today, tomorrow and always.

 

Yorkshire Water values equality, diversity and inclusion we celebrate and support difference and believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

 

Yorkshire Water 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.

 

What's in it for you?

 

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

Kelda Water Services (KWS) 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.

If successful for the role, you will be required to undergo a Basic Disclosure Check, through a Third Party Company prior to commencing employment.

 

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

 

 

Kelda Water Services (KWS) manages Kelda Group's non-regulated water and waste contract operations in the UK. We focus on winning non-regulated contracts or projects that have the potential to improve the Kelda Business.  KWS has a growing pipeline of opportunities bidding for and developing contracts in the water/waste water and renewables sectors throughout the UK and Ireland.

We are known for our excellent standards with ISO90001, ISO14001, OHSAS18001 certifications, CHAS accreditation and a ROSPA gold award linked to our Health and Safety performance.

You can expect plenty of benefits and support for playing your role in shaping our future and developing business growth.

Kelda Water Services values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Kelda Water Services 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.

What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

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.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

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.

Customer Research Executive