Customer Strategy Assurance Manager – 12 Month Fixed Term Contract

• We offer a competitive salary, depending on experience up to £63,000
• A company car lease/allowance scheme (£500 per month/£6,000 per year, based on full-time employment on joining the company).  You can opt to sign up to the EV Car Salary Sacrifice Scheme 6 months after joining the company. 
• Annual incentive related bonus (up to 15% of annual salary).
• 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 2 extra wellness days!
• 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 be based at our office in Leeds Valley Park Hybrid Working (1-2 days office a week)

Work type: Fixed Term Contract 12 Months. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Customer Strategy Assurance Manager to join the Customer Experience Strategy & Assurance team 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. The Customer Experience Strategy & Assurance team are a key part of how we plan to meet the changing expectations of customers and regulators. 

Yorkshire Water’s ambition is grounded in doing what is right for customers. This means both meeting the evolving expectations of our customers, for a simple, reliable, digitally enabled experience, as well as the increasing expectations of our regulators who mandate minimum service standards.

Where you fit in:

• Our customer strategy and priorities must constantly evolve, to keep pace with expectations and regulation. The Customer Strategy Assurance Manager provides confidence to our business and our regulators that we are compliant with regulation, mitigating emerging risks, and capturing new opportunities – so that we are confident that we are doing what is right for our customers.
• The role will provide assurance that effective plans, policies and processes are in place across the business to ensure the company delivers improvement to C-MeX (customer measure of experience) and meets emerging regulatory obligations for customer experience.
• They will translate the large and increasing volume of customer-focused regulation into plans and actions – prioritising work to address biggest gaps and opportunities.
• They will liaise with stakeholders including the leadership and executive teams to provide confidence that we are meeting our regulatory requirements and minimising the risk of enforcement activity resulting in substantial financial and reputational impact. They will input into regulatory consultations to ensure Yorkshire Water has a strong and influential voice in the industry and a collaborative and authoritative reputation with Ofwat and CCW.
• They will identify emerging opportunities and risks for CX using robust data, insight and analysis to target customer journey improvement and reduced cost to serve.
• They will continually develop the CX strategy and customer policies to support compliance with regulatory obligations and deliver high standards of customer service.

What skills & qualifications you will need:

• Relevant Degree or Qualification or significant experience in strategic and regulatory assurance, customer experience and customer journeys
• Knowledge of customer experience solutions including technology and digital channels
• Expert in data analysis and insight generation, able to synthesis multiple sources of information to extrapolate the key information required to make recommendations and take action
• Highly organised and confident in managing resources to meet business needs
• Strong networking, interpersonal and influencing skills
• Experience of report and presentation writing and communicating ideas and concepts
• A self-starter who can take initiative and work under their own supervision
• Self-driven, able to identify and source data and information to support analysis
• Develops and maintains effective internal and external relationships
• Holds the highest standards of integrity and ethics

You will also benefit from having an understanding of regulations and laws across the water industry, including C-MeX (Customer Measure of Experience) and Ofwat’s customer-focused licence condition.

We embrace a flexible working model, where our hybrid setup typically requires an average of 1-2 days in the office 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 customer experience strategy professional and want to play a vital role in delivering exceptional service for our customers, then apply today to find out what a career with Yorkshire Water can offer for you.

Advert closing date – 20th September

Please upload an up-to-date copy of your CV along with a cover statement outlining your relevant experience for the role.

Recruitment Process: prospective candidates will be invited for an initial discussion and opportunity to ask questions about the role, followed by a competency-based interview with a short presentation task.

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.