Customer Insights Manager

We offer a salary up to £60k 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 from April) 
• 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 (1-2 days in the office per week – Bradford) 

Work type:  12x month Fixed Term Contract, working  37 hours per week, Monday – Friday within a working window of 8:00am-6:00pm 
 
 

We have an exciting opportunity for a  Customer Insights Manager to join the Customer Experience function at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. 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. 

In developing our business plan, we delivered a huge programme of customer research. Everything from traditional qualitative and quantitative techniques through to more innovative approaches with a view to getting closer to how our customer really feel. Visit our website to read all about our research engagement programme and how it shaped our plan in chapter 6 of our draft business plan to get a feel for the kind of work we typically deliver - https://www.yorkshirewater.com/media/3tjnwuih/yky01_pr24-business-plan.pdf.        
 
  
 

Where you fit in: 
 

As Customer Insights Manager you will manage a team of 4, with the core objective to use analytics and customer insights to drive effective business decisions and plans for Yorkshire Water. 

You will -
 

• Lead the insights team to deliver excellent performance by setting clear expectations linked to business targets, having meaningful performance discussions that recognise and reward the right performance and behaviours and challenges where individual performance and behaviours do not meet expectations.
• Be accountable for building and maintaining relationships with other departments across the business, e.g. Brand, Communications, Loop and Water and Waste Water Service Delivery, to ensure successful delivery of key initiatives and the latest insights techniques.
• Be responsible for the selection and ongoing management of Yorkshire Water’s research suppliers. Ensuring that the priorities set, reflect the objectives of the business plan and are delivered on time and within budget.
• Develop Yorkshire Water’s customer insight strategy to support the company’s approach to customer participation.
• Ensure the insights team stays up to pace with methodological developments and trends by researching, attending industry conferences and building insights networks.
• Identify and deliver the most effective formats for communicating all key customer insights, reporting and recommendations back to the business whether via written reports, supporting tables and graphics, and group presentations

What skills & qualifications you will need: 

• Previous experience of managing and undertaking customer insights projects and able to demonstrate an in-depth knowledge of up-to-date thinking in the insights environment.
• The personal drive & enthusiasm to improve insights, processes and methodologies. 
•  Excellent stakeholder management skills able to develop and maintain effective internal and external working relationships and communicate, engage with people effectively at all levels, adapting your approach to suit the appropriate audience. Also able to manage conflicting priorities and balance the needs of multiple stakeholders.
• Experience of strategic thinking, establishing clear strategic direction and implementing plans to deliver.
• Experience of leading and embedding change, able to influence and drive the right culture and behaviours.
• Experience of managing and leading a team with a track record of driving sustainable performance against business targets.
• Decision making & understanding the impact of decisions made on individuals, teams & functions.
•  Strong analytical skills

We embrace a flexible working model, where our hybrid setup typically requires an average of 1 to 2 days in the office in Buttershaw, Bradford 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.   

Do we sound like your cup of tea?   
 

 
If you’re an experienced Market Research or Customer Insights professional 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. 

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

Recruitment Process - 
 
 

Closing Date – 11th April, 2025
 

Interview Date – w/c 21st April, 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.
 
 
No agencies please.