Customer Insight Researcher
 

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

Salary & Benefits -

We offer a competitive salary of £36,426 - £45,532 per annum, depending on experience. 

 
•    Annul performance related bonus   
•    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:   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, with an expectation to be in the office 2 days per week.
 

Work type: Permanent. 37 hours per week, Monday – Friday between the working window of 8:00am-6:00pm.
 

We have an exciting opportunity for a Customer Insight Researcher to join the Customer Experience business area at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers, by playing a vital role in customer insight and research. Could this be you?
 

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. 

Where you fit in:
 

We are looking for an enthusiastic and accomplished research professional to help Yorkshire Water put our customers at the centre of everything we do. In this pivotal role, you will deliver robust insights into our customers and stakeholders, shaping the development and delivery of our services. Employing both qualitative and quantitative research methods, you will enhance our understanding of customer needs, drawing on the latest thinking in customer and economic research, while continuously staying informed about industry developments, benchmarking, and testing our capabilities.

Your key responsibilities will include providing timely and consistent customer and stakeholder insights, commissioning, managing, and developing primary research projects, and supporting the formulation and execution of our company and regulatory business strategies. You will work closely with colleagues across the business, lead focus groups and conduct in-depth interviews with both customers and internal teams, and maintain strong financial management and commercial awareness in your research decisions.

Your expertise in best practices across qualitative and quantitative research and the project management of these will ensure the effective management and delivery of fieldwork and reporting.

What skills & qualifications you will need:

•    Proven experience or relevant qualifications in market research, gained either within an agency or on the client side.
•    Strong expertise in qualitative research methodologies, including in-depth interviewing and focus group moderation, with the ability to facilitate stakeholder engagement and drive internal insight generation and ideation.
•    Track record of consistently meeting challenging business goals through persistent effort and commitment to long-term success.
•    Outstanding presentation and communication skills, both written and verbal, with an aptitude for engaging effectively with individuals at all organisational levels.
•    Exceptional organisational skills, with the ability to manage competing priorities across multiple tasks, projects and stakeholders.
•    Competent in analysing large data sets and creating actionable insights from this information.
•    Familiarity with the water industry and the regulated environment is advantageous.

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, workshops 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 Research/Insight Professional and want to help us deliver exceptional service for our customers, then apply today to find out what a career with Yorkshire Water can offer for you. 
 

Please apply online and submit an up-to-date CV and covering letter outlining your suitability for the role.
 

Recruitment Process: 

Closing Date – 20th November, 2025

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.