At a Glance
- Tasks: Lead behaviour change initiatives to enhance customer experience and engagement.
- Company: Join Anglian Water, a forward-thinking company focused on customer satisfaction.
- Benefits: Competitive salary, generous pension, private healthcare, and flexible working options.
- Other info: Inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact by improving customer behaviours and experiences in a dynamic environment.
- Qualifications: Experience in behavioural science and strong communication skills required.
The predicted salary is between 42000 - 47000 £ per year.
Circa £42k - £47k dependent on skills & experience. Full time, 37 hrs a week with flexibility for part time. Fixed term - maternity cover (from August 2026). Location: Huntingdon. Anglian Water offers a flexible approach to working from our offices or home with an average of 2 days a week in the office, depending on business need.
We're recruiting a Customer Behaviour Change Lead to join our Customer Communications Team, part of our Customer Experience Department, on a fixed‑term basis to cover maternity leave. This is a fantastic opportunity to play a leading role in shaping how we help customers take the right actions at the right time and improve the overall customer experience.
As Customer Behaviour Change Lead, you'll be responsible for developing and embedding behaviour change thinking across proactive and operational customer journeys. Keeping customers at the heart of everything you do, you'll use behavioural insights, customer research and data to design, test and improve communications and interventions that make it easier for customers to engage with us and embed sustainable habits and behaviours.
You will:
- Build and drive a behaviour change programme that supports multiple initiatives such as water efficiency, billing and consumption, smart usage, digital self‑serve and internal change programmes.
- Review, test and improve customer journeys and communications across channels including contact centre, web, email, SMS, digital platforms, field and offline communications.
- Work closely with colleagues across Customer Experience, Customer Communications, Operations, Digital, Corporate Affairs and Insight to identify behavioural barriers and opportunities.
- Apply behavioural science, nudge theory and experimentation to create interventions that improve customer experience and drive business performance.
- Use insight and evidence to challenge constructively, helping teams think differently about how customer behaviour drives outcomes.
- Evaluate effectiveness, measure impact, and build case studies that demonstrate what works and why.
- Position the team as trusted experts in designing and delivering customer experience and behaviour change interventions.
This role blends strategic thinking with hands‑on delivery and is ideal for someone who enjoys working across complex organisations to turn insight into action.
We invest in our people - as a valued employee, you'll be entitled to:
- Personal private health care.
- Generous double match pension - contribute 7% and Anglian Water will contribute 14%, giving a total contribution of 21%.
- 24-hour Virtual GP service for you and your household.
- 25 days annual leave - rising with length of service and the ability to buy more.
- Life assurance (up to 8 x salary).
- Personal accident cover (up to 5 x salary).
- Excellent family friendly policies, such as 26 weeks full pay for maternity / adoption leave, as well as 4 weeks paid paternity / partner leave. Opportunity for shared parental pay.
- Bonus scheme.
- Flexible benefits and working culture to support your wellbeing and lifestyle.
We're looking for an established behaviour change professional who is confident working at pace and across organisational boundaries. You'll bring:
- A background in behavioural science, Consumer psychology (or any similar psychology fields).
- A strong understanding of customer communications and behaviour change.
- Experience shaping and delivering programmes or campaigns in complex or regulated environments.
- Excellent communication skills, with the ability to translate insight into clear, compelling customer messaging.
- Experience of project or campaign management, and designing trials from planning through to evaluation.
- Strong analytical and planning skills, with a focus on continuous improvement.
- The confidence to challenge constructively and influence senior stakeholders.
- An ability to quickly build effective working relationships across multiple teams.
- Experience within the utilities or wider service sector (desirable).
- Experience using customer data, insight or CRM systems such as Salesforce (desirable).
Most importantly, you'll bring curiosity, creativity, and a passion for improving customer outcomes through smarter communication and behaviour‑led design.
Inclusion is for everyone. We're an equal opportunity employer and welcome applications from all suitably qualified candidates, regardless of gender identity or expression, ethnic origin, nationality, religion or belief, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes for customers - and we're committed to creating an environment where everyone feels they belong.
Closing Date: 18/06/26
Customer Behaviour Change Lead employer: Anglian-Water-5
Anglian Water is an exceptional employer that prioritises employee wellbeing and professional growth, offering a flexible working environment with an average of two days in the office. With generous benefits including a double match pension scheme, personal private healthcare, and excellent family-friendly policies, employees are supported both personally and professionally. Join us in Huntingdon to make a meaningful impact on customer experience while being part of a collaborative and inclusive culture that values diverse perspectives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Behaviour Change Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer behaviour change. Use real examples from your experience to showcase your skills and how you can make a difference.
✨Tip Number 3
Don’t just wait for job alerts! Actively search for roles on our website and apply directly. Tailor your application to highlight your behavioural science background and how it aligns with the role.
✨Tip Number 4
Follow up after interviews with a thank-you email. It’s a great way to reiterate your interest in the position and remind them why you’re the perfect fit for the Customer Behaviour Change Lead role.
We think you need these skills to ace Customer Behaviour Change Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Behaviour Change Lead role. Highlight your experience in behavioural science and customer communications, showing us how you can make a real impact.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past work that align with the responsibilities mentioned in the job description. We want to see how you’ve successfully driven behaviour change before.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Anglian-Water-5
✨Know Your Behavioural Science
Brush up on your knowledge of behavioural science and nudge theory. Be ready to discuss how these concepts can be applied to improve customer experiences, as this role heavily relies on understanding customer behaviour.
✨Showcase Your Communication Skills
Prepare examples of how you've successfully translated complex insights into clear, compelling messaging. This is crucial for the Customer Behaviour Change Lead position, so think about specific campaigns or projects where your communication made a difference.
✨Demonstrate Analytical Thinking
Be prepared to discuss your experience with data analysis and how you've used insights to drive behaviour change. Highlight any tools or systems you've used, like CRM platforms, to support your arguments.
✨Build Relationships Across Teams
Think of examples where you've collaborated with different teams to achieve a common goal. This role requires working across various departments, so showing that you can build effective relationships will set you apart.
