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: Enjoy flexible working, generous pension contributions, and comprehensive health care.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping customer behaviours and improving their experiences.
- 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.
Join our team and make a difference. 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.
What you'll be doing:
- Developing and embedding behaviour change thinking across proactive and operational customer journeys.
- Using 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.
- Building and driving a behaviour change programme that supports multiple initiatives such as water efficiency, billing and consumption, smart usage, digital self-serve and internal change programmes.
- Reviewing, testing and improving customer journeys and communications across channels including contact centre, web, email, SMS, digital platforms, field and offline communications.
- Working closely with colleagues across Customer Experience, Customer Communications, Operations, Digital, Corporate Affairs and Insight to identify behavioural barriers and opportunities.
- Applying behavioural science, nudge theory and experimentation to create interventions that improve customer experience and drive business performance.
- Using insight and evidence to challenge constructively, helping teams think differently about how customer behaviour drives outcomes.
- Evaluating effectiveness, measuring impact, and building case studies that demonstrate what works and why.
- Positioning 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.
What does it take to be successful?
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 at Anglian Water:
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, Huntingdon employer: Anglian Water
Anglian Water is an exceptional employer that prioritises employee wellbeing and professional growth, offering a flexible working culture that allows for a balanced work-life dynamic. With generous benefits such as a double match pension scheme, personal private healthcare, and extensive family-friendly policies, employees are supported in both their personal and professional lives. The role of Customer Behaviour Change Lead provides a unique opportunity to make a meaningful impact on customer experience while collaborating with diverse teams in a forward-thinking environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Behaviour Change Lead, Huntingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Anglian Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Anglian Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Behaviour Change Lead, Huntingdon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Anglian Water:Your cover letter is your chance to shine! Tell us why you want to work at Anglian Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Anglian Water!
How to prepare for a job interview at Anglian Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
