Water Retail Transformation Manager in London

About Baringa

Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.

Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors.

Our Water practice are looking for experienced Consultants to Senior Managers to join the team. Our Retail, Networks and Water division helps regulated utilities and adjacent organisations improve performance, deliver transformation, and strengthen outcomes for customers. We’re at the heart of these industries, driving meaningful and lasting improvement.

This is an incredibly important period for our Water clients. Following final determinations, we expect a sustained period of significant transformation set against the context of rising bills and increasing customer financial vulnerability. As we already work with most of these organisations, Baringa is well positioned to help Water Retailers to successfully plan for and navigate these challenges.

Within our Water practice, the Water Retail and Customer Value and Affordability team supports clients to protect their most financially vulnerable customers whilst improving value across the customer lifecycle, with a focus on billing and revenue improvement, debt and affordability, and operational effectiveness in customer-facing functions.

What you will be doing

• Helping clients to understand their customers holistically, and how those that are most in need can be supported.
• Work with clients on their major strategic transformation programmes to improve their customer, debt, billing and revenue outcomes through senior strategic advice and thought leadership, data-driven diagnosis, process and journey improvement.
• Support or lead benchmarking and performance reviews, helping clients understand how they compare to peers and where to prioritise action.
• Take a leading role in customer and operational transformation programmes, supporting planning, governance, risk management and senior stakeholder engagement.
• Develop and apply analytical insight, including segmentation, forecasting and KPI reporting, to support better decisions and track impact.
• Work alongside technology and system change, helping ensure business requirements are clear and operational outcomes are delivered.
• Contribute to business development, including proposals, client conversations, thought leadership or reusable assets in Water Retail and Customer Value Assurance.

You will take on responsibility in line with your experience:

• as a Consultant, owning defined analysis and deliverables, with accountability for quality and detail
• as a Senior Consultant, owning end‑to‑end workstreams and managing day‑to‑day client delivery
• as a Manager or Senior Manager, leading workstreams or engagements, managing teams, and taking accountability for outcomes, quality and client relationships.

Your Skills And Experience

Must Haves

• Experience working in customer value, debt, billing, revenue assurance or affordability, within water retail operations, with a solid understanding of the underlying processes, common issues and levers.
• You’ve supported or delivered billing or revenue improvement initiatives, such as identifying revenue leakage, improving collections performance, or strengthening controls and governance.
• Experience using data and analysis to diagnose problems, build insight, and support clear recommendations and decisions.
• You’ve delivered process improvement or operating model work in customer or revenue-focused functions, with an emphasis on practical, implementable change.
• You will have worked with a range of stakeholders across operations, finance, digital and data teams, and can communicate confidently at different levels of an organisation.
• You’ve produced clear, structured client-facing outputs, including analysis, slides or written recommendations, with strong attention to quality and narrative.

Nice to Have

• You’ve contributed to, or led parts of, customer or operational transformation programmes, with exposure to planning, governance, risk management and delivery tracking.
• Experience working alongside billing, customer relationship management or collections system change, and understand how systems and operations interact.
• You’ve contributed to proposals, pitches or internal proposition development, helping articulate client problems, solution approaches and value.
• You will have experience developing others through informal coaching, review or line management (expected at Manager and Senior Manager level).

What a career at Baringa will give you

Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

• Generous Annual Leave Policy: We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
• Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
• Corporate Responsibility Days: All our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.

Diversity and Inclusion

We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.

An award-winning workplace

You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all.

Using business as a force for good.

We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.

We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.

Join us

All applications received will be reviewed by a member of our Talent Acquisition team. We never rely solely on automated screening or AI tools to make hiring decisions. Your application will be considered for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed.