Customer Policy Analyst

Join Ofwat's Customer Policy Team as a Customer Policy Analyst *Office Location: London (E14 4HD) or Birmingham (B5 4UA) with hybrid working* About Us We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. The water sector is entering a new chapter. The government has set out a bold new direction, bringing together expertise from across the sector to deliver better outcomes for customers and the environment. We are collaborating with fellow regulators to respond to recommendations in The Independent Water Commission Report, the Welsh Government's response to the Green Paper, Shaping the Future of Water Governance in Wales, and the Government's White Paper, A new vision for water. Ofwat is working with the government and other regulators to help create a new body for England, bringing together our strengths with those of the Drinking Water Inspectorate, the Environment Agency and Natural England. We are also continuing to work with the Welsh Government to support decisions on the future arrangements for Wales. While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you're passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact. The Role This senior associate in the policy profession is working across our customer policy and insights function. Our team, in CEC, leads Ofwat's aspiration to transform companies' performance with respect to customer service and support; and engagement with government and CCW on consumer matters. Recent examples of our work include developing guidance under condition G, the customer-focused licence condition; our assessment of companies' sewer flooding customer service and support; engagement with Government on changes being considered to the consumer landscape; and research with CCW into customers' experience of incidents such as supply interruptions. About You Below are some of the key essential experience, skills & knowledge required for this post: 1.Lead criterion: Experience of developing policy in a government, public sector or regulatory organisation. 2.Lead criterion: Understanding of policy issues in relation to customer service, in particular supporting customers who may be financially and/or non-financially vulnerable. 3.Experience of effectively planning, prioritising and managing a varied and changing workload, delivering high-quality work to often tight and competing deadlines. 4.Ability to prepare deliverables with a high degree of independence, including reviewing customer research reports, drafting policy recommendations and preparing assessments of companies' performance. 5.Experience of building and maintaining constructive working relationships with internal and external stakeholders to understand their needs and expectations, and to influence and collaborate effectively to deliver desired outcomes. 6.Excellent written and oral communications skills, including concisely explaining policy in non-technical language. Why You Should Join Us •People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you'll be given the autonomy and the support to do your role in the best way. •Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration. •Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting. •Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our Birmingham and London offices. •Excellent employer pension contributions of nearly 30%. •25 days' annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave. •Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership. •Fees paid for membership of relevant professional bodies. •Up to 3 volunteering days per year. •Recognition vouchers scheme rewarding your hard work. •Generous shared parental leave and pay supporting your family life. Follow the link to apply for full details about the role. Please ensure you have submitted your application in full before the below deadline. Closing date: 23.55 on 10 November 2026 TPBN1_UKTJ