Customer Journey Manager

Hello! Thanks for stopping by. Let us tell you about some of the key aspects of the Customer Journey Manager role.

We offer a salary up to £75k per annum, dependant on experience

•    A company car lease/allowance scheme
•    Annual incentive related bonus (up to 15% of annual salary)
•    Private health care (self & dependant)
•    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!

Where I’d work: Bradford / Hybrid Working (Typically in the  office at Bradford 3 x days per week)  

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

We have an exciting opportunity for a Customer Journey Manager to join us in the Customer Experience function.

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:

You will lead the customer journey strategy and optimisation for the business, using external best practice, to engage and embed a journey lens across the organisation and to transform our journeys - putting the customer at the heart. Including the creation and management of a Journey Measurement framework, mapping methodology, monitoring of KPIs and the delivery of improved customer and  business outcomes. 

You will have a deep understanding of insight, behavioural trends and root cause analysis. You will lead a team in delivering change across key Clean, Waste and Billing journeys. Setting the agenda across the business and building the case for change. Working in collaboration with other areas of the business on Journey & Process initiatives to drive a better end to end experience across all channels. Ultimately reducing failure demand, customer effort and complaints, while improving operational efficiencies and CMeX

You will build, lead and develop a high-performing, cross-skilled customer journey team and lead by example in championing ‘agile’ ways of working and the power of cross-functional design, delivery and decision making across the business

You will provide key stakeholders and sponsors with a compelling vision for change, plus timely and accurate updates, representing the customer across key senior forums and steering committees. 

You will act as custodian of our customer at every journey touch-point driving the business to simplify, digitise and deliver a best in class customer experience.   Advocating for customer choice and experiences grounded in customer needs and segmentation.

What skills & qualifications are we looking for? 

•    Outstanding communicator, passionate about customers and able to enthuse others
•    Emotionally intelligent, resilient and energetic 
•    Strong story teller and confident in working effectively with senior stakeholders both internal and external
•    Proven ability to perform effectively in a pressured environment, able to cope with ambiguity and able to meet / exceed demanding targets
•    Delivery of major customer experience and journey programmes within a highly complex environment
•    Strong people leadership across direct and matrix working teams

Although we operate 24 hours a day, 365 days a year, it’s really 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’ve got experience in Customer Services and are passionate about delivering an exceptional service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.  

If you are interested in this exciting opportunity, then please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process – 

Closing date –13th October, 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.