At a Glance
- Tasks: Lead strategic customer engagement initiatives and influence business planning.
- Company: Join a leading water utility focused on customer-centric decision-making.
- Benefits: Competitive salary, professional development, and opportunities for impactful work.
- Other info: Collaborative environment with a focus on innovation and community involvement.
- Why this job: Shape the future of customer engagement in a vital industry.
- Qualifications: Experience in the water industry and strong stakeholder engagement skills.
The predicted salary is between 60000 - 75000 £ per year.
Responsibilities
- Lead the development and delivery of a strategic engagement programme that directly influences business planning and regulatory activity.
- Design and deliver our strategic customer engagement programme, including input into the PR29 price review.
- Act as the key liaison with the Independent Challenge Group, ensuring effective collaboration and insight-sharing.
- Lead initiatives that embed customer involvement in decision-making in line with regulatory requirements.
- Chair and support internal governance forums, including the customer decision-making steering group.
- Provide strategic insight to guide business planning, investment priorities and customer experience improvements.
- Work cross-functionally with teams across Customer Experience, Asset Management, Finance and Operations.
- Support industry engagement, including CCW accountability sessions.
Requirements
- Experience working within the water industry or a regulated utility (essential)
- Proven experience embedding customer-focused decision making into business processes
- Strong experience engaging and influencing senior stakeholders and executive audiences
- Ability to develop and deliver engagement strategies aligned to regulatory requirements
- Excellent communication and presentation skills.
- Experience supporting or delivering price review processes
- Knowledge of customer engagement techniques and measurement approaches
- Experience working with communities, focus groups or engagement agencies
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We think you need these skills to ace Strategic Customer Engagement Manager in Hatfield
Strategic Engagement Programme Development
Regulatory Compliance
Stakeholder Engagement
Customer-Focused Decision Making
Communication Skills
Presentation Skills
Price Review Process Knowledge
