Smart Metering Customer Engagement Lead

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

• We offer a competitive salary, depending on experience (Band 3b) £55,000 - £60,000
• Car Allowance - £6000 per year (£500 per month)
• Annual incentive related bonus (up to 10% of annual salary, increasing to 15% in the 26-27 performance year)
• 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 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

Work type: Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Smart Metering Customer Engagement Lead to join the Asset Management 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. Asset Management are a key part of how we plan to meet the changing expectations of customers and regulators. 

Yorkshire Water is undertaking the largest smart metering programme in England this AMP, with 1.4 million meter exchanges planned across AMP8. With around 500,000 internally metered properties, achieving the Ofwat Metering PCD will require strong, proactive customer engagement to ensure every customer books an appointment for their meter to be replaced—an urgent challenge given the current 50% access rate. This role exists to significantly improve appointment success and increase customer engagement to over 80% by analysing data, understanding customer behaviours, and implementing enhanced ways of working. It will also lead on designing and delivering innovative trials and pilots to test new engagement approaches, while ensuring overall customer satisfaction with smart metering remains high and contributes positively to Yorkshire Water’s ambition to improve C-MeX performance.

Where you fit in:

As our Smart Metering Customer Engagement Lead you will

• Design, develop and implement the customer engagement strategy for smart metering, ensuring effective communication with all 500,000 internally metered properties requiring an appointment.
• Analyse current data and customer trends to identify, test and implement improved ways of engaging customers.
• Lead multichannel campaign strategy and execution, including letters, emails, SMS, outbound calls, social media and door-to-door partnership activity, using a structured test and learn approach and tailored behavioural messaging.
• Own and develop all external customer-facing smart metering content, including letters, emails and text messages.
• Develop, implement and monitor the effectiveness of the overarching smart metering communications strategy.
• Create and manage the cluster deployment engagement plan, including media planning, communication scheduling and performance tracking.
• Drive improvements in customer sentiment and the smart metering Customer Feedback Score by reviewing feedback data, identifying trends and implementing service improvements to support positive C-MeX performance.
• Lead a team responsible for reviewing smart metering complaints, delivering continuous improvement activity, and managing the smart metering customer charter to ensure a consistent, customer focused approach across all installation scenarios.
• Be experienced in Continuous Improvement and have a track record of rolling this out in a Customer Facing role.

What skills & qualifications you will need:

• Proven track record in customer engagement or demand generation in utilities, telecoms, or field services.
• Hands-on experience and success with running multichannel campaigns (email/SMS/telephony/direct mail)
• Strong stakeholder management across operations, marketing, CX, and third parties.
• Familiarity with UK smart metering context (Gas, Electric or Water)
• Data-driven mindset; competence with dashboards (Power BI/Excel/CRM).
• Excellent written and verbal communication; plain English and inclusive design.
• Full UK Driving License
• Experienced in supporting and embedding change, able to influence and drive the right culture and behaviours
• Clearly demonstrates the Yorkshire Water company values and behaviours.

You will also benefit from having:

• Behavioural science/UX content design exposure.
• Knowledge of Priority Services Register processes, safeguarding, and vulnerable customer engagement.
• Basic geo-analytics or postcode-based segmentation experience.
• Knowledge and understanding of asset management principles and processes with previous experience in an operational and / or strategic leadership role in a commercially orientated and / or regulated environment.
• Financial awareness of the AMP plans and regulatory mechanisms

Although we operate 24 hours a day, 365 days a year, it’s 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 as an Smart Metering Customer Engagement Lead and want to help us deliver great 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.  

Closing date – 20th February

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.