At a Glance
- Tasks: Lead customer transformation for smart meters and enhance customer journeys.
- Company: Join Affinity Water, a forward-thinking company focused on customer experience.
- Benefits: Flexible hours, generous leave, learning opportunities, and a double match pension scheme.
- Other info: Diverse and inclusive workplace with community volunteering opportunities.
- Why this job: Shape the future of customer experience in a dynamic transformation programme.
- Qualifications: Experience in change management and customer journey design is essential.
The predicted salary is between 56700 - 69300 £ per year.
Affinity Water have an exciting opportunity available and are recruiting for a Customer Transformation Lead - Smart Meters on a 6/12 Month Secondment in our customer experience team.
The Role:
As a Customer Transformation Lead - Smart Meters, you will be accountable for shaping the vision against the strategic direction for end-to-end customer journeys including the design, performance and continual improvement. You will help shape, design and deliver product features within your specialised area for a new billing platform and new operation model. Working closely with the Head of Experience Delivery and cross-functional teams, you will translate customer, operational and regulatory requirements into a clear target journey vision and supporting product capabilities, ensuring solutions align to end-to-end outcomes.
In addition, the role will manage two direct reports responsible for the existing Smart Metering programme, providing oversight of the current customer experience. This includes ensuring journeys, processes and communications are effectively managed and continuously improved, with alignment across operational delivery and performance insight used to drive improvement and manage risk.
What you'll be doing:
- Taking ownership of the to-be state and vision for Metering within a large transformation programme for both the customer experience and operating model.
- Lead the definition of the standards for the journey and service design.
- Use qualitative and quantitative insights to prioritise scope to provide customers and the business with the highest value vs effort.
- Act as the focal point for all teams contributing to the Metering future state, ensuring alignment across technology operations and customer experience.
- Manage the ongoing smart metering programme customer experience, small change.
- Ensure smart metering customer communication and behavioural change campaigns are aligned with Marketing & Communications.
What you'll need:
- Experience working in a change, transformation, service improvement or product delivery environment.
- Experience contributing to the design or improvement of customer journeys, services or operational processes.
- Demonstrable experience of engaging and influencing internal and external stakeholders.
- Ability to think strategically about customer journeys while remaining comfortable working within delivery teams.
- A strong customer focus, ensuring decisions balance customer needs, operational practicality and regulatory requirements.
Advert Closing Date: 23/6/26
Benefits:
- Hours of work: 08:30am - 17:00pm (Mon - Thurs) 08:30am - 16:30pm (Friday) minimum 2 days in the office.
- Standby: 1 in 6 (Separate to salary)
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 26-30 rising with length of service, and the option to purchase up to 5 extra days.
- A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
Disability Confident: As a Disability Confident employer, we're committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we're not able to offer interviews to all, we'll take a fair and proportionate number of disabled candidates through.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it's like to work at Affinity Water through our career site here where our colleagues share their career development stories and you can get a feel for our company culture.
Customer Transformation Lead - Smart Meters - 6... Customer Experience · Hatfield · employer: Affinity Water
Affinity Water is an excellent employer, offering a dynamic work culture that prioritises employee development and well-being. With a competitive salary starting from £55,000 and a range of benefits tailored to support both personal and professional growth, employees can thrive in their roles while contributing to the success of a vital service. Located in a collaborative environment, this position provides unique opportunities to make a meaningful impact on workforce management for frontline advisors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Transformation Lead - Smart Meters - 6... Customer Experience · Hatfield ·
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Affinity Water.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Affinity Water. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Transformation Lead - Smart Meters - 6... Customer Experience · Hatfield ·
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Affinity Water.
How to prepare for a job interview at Affinity Water
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Affinity Water's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Affinity Water offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
