Customer Behaviour Change Lead in 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.

• 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.

• 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

About Us: We are committed to reflect the diversity of the communities we serve in both our workforce and our supply chain partners to help us to understand and meet the needs of our customers. We are passionate and dedicated to the learning and development of our people, making sure they have the right skills and knowledge to be successful and to help achieve their potential.

If you have a disability or long-term condition, including neurodiversity and mental health conditions, we’ll support you throughout your application, and make any adjustments to make sure your disability or long-term condition is not a barrier to recruitment.

If you need any support, please reach out to our team at resourcing@anglianwater.co.uk. To apply, you’ll need your up-to-date CV; we also recommend uploading a cover letter – tell us what has made you apply and what skills you can bring to the position. We will be in touch after your application has been reviewed, following the closing date.

If you are offered a job with us, you’ll be subject to the relevant employment checks for your role, which could include references, driving licence check, DBS Check as well as your right to work in the UK. More information about how we look after and use your information can be found in our Privacy Notice.

Become a part of Anglian Water’s future and join us on our journey as we live through our values to build trust, do the right thing, and are always exploring, to bring environmental and social prosperity to the region.