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For Companies At a Glance
- Tasks: Lead the Customer Insights Team to enhance consumer-focused policies in the water sector.
- Company: Ofwat regulates the water sector in England and Wales, ensuring fair pricing and accountability.
- Benefits: Enjoy hybrid working, generous leave, pension contributions, and exclusive discounts.
- Why this job: Make a meaningful impact on water resilience while working in an innovative and collaborative environment.
- Qualifications: Significant leadership experience in regulatory policy and strong analytical skills required.
- Other info: Flexible work-life balance with opportunities for professional development and volunteering.
The predicted salary is between 43200 - 72000 £ per year.
Join Ofwat’s Customer Insights Team as a Director of Customer Policy & Insights.
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. Our work has genuine significance – no other organisation does the work we do. It’s unique and meaningful: keeping our water flowing; ensuring water bills don’t cost a penny more than needed; holding water companies to account. Come and work at the source of everyday life.
The Role
You will be one of three Directors responsible for supporting the Senior Director in ensuring the Casework, Enforcement and Customers directorate delivers on Ofwat's strategic priorities of performance and delivery. This is an exciting role where your focus will be on putting Ofwat's consumer focused policy thinking at the heart of Ofwat's work to drive up trust across the water sector to ensure that companies have their customers at the heart of their business. You will drive engagement with key internal and external audiences including consumer stakeholders, communication, government engagement, Price Review and enforcement colleagues.
As part of your role, you will lead the team, in further developing our strategies around research, affordability, financial and non-financial vulnerability, and compliance with customer focused rules to ensure customers get the service they expect and deserve from their water company.
About You
- Significant leadership experience, developing high-performance teams in a regulatory policy environment, and leading through ambiguity and change.
- Proven ability to translate strategy into action with a proactive, results-oriented approach and a focus on continuous improvement with innovative and creative solutions.
- Proven experience of working at pace and to tight deadlines, re-prioritising resources, whilst working with a high degree of autonomy.
- Highly organised, motivated and adaptable, with the ability to see the bigger picture as well as attention to detail.
- Proven ability to collaborate effectively across functions and to develop and maintain strong relationships with a wide range of stakeholders, including colleagues, senior leaders and external partners, to achieve the best results for the portfolio of work the team has to deliver and dealing with conflicts of interest.
- Strong analytical capability, with the ability to assess quantitative and qualitative information and/or research to provide insight in delivering solutions to problems.
- An inclusive leadership style which inspires, motivates and promotes collaboration to develop high performing individuals and teams, dealing with any areas of poor performance.
Why You Should Join Us:
- Meaningful Impact: You will be joining a team with a sense of mission at its core aiming to build a lasting legacy for future generations by securing our long-term water resilience.
- Innovative Work Environment: We embrace agile and new ways of working and have a culture built 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 London or Birmingham offices.
- Fantastic employer pension contribution 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.
Closing date: 23.55 on 23 July 2025.
Director of Customer Policy & Insights employer: Ofwat
Contact Detail:
Ofwat Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Policy & Insights
✨Tip Number 1
Familiarise yourself with Ofwat's current policies and recent initiatives. Understanding their strategic priorities will help you align your insights and ideas with their goals, making you a more attractive candidate.
✨Tip Number 2
Network with professionals in the water sector and regulatory policy. Attend relevant conferences or webinars to build connections and gain insights into industry trends that could be beneficial for your role at Ofwat.
✨Tip Number 3
Prepare to discuss your leadership style and how it fosters collaboration and high performance. Be ready to share specific examples of how you've successfully led teams through change and ambiguity in previous roles.
✨Tip Number 4
Demonstrate your analytical skills by being prepared to discuss how you've used data to drive decision-making in past positions. Highlight any experience you have with both quantitative and qualitative research methods.
We think you need these skills to ace Director of Customer Policy & Insights
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Director of Customer Policy & Insights position. Make sure you understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your leadership experience in a regulatory policy environment. Provide specific examples of how you've developed high-performance teams and translated strategy into action.
Showcase Analytical Skills: Demonstrate your strong analytical capabilities by including examples of how you've assessed quantitative and qualitative information to deliver solutions. This is crucial for the role, so make it stand out.
Tailor Your Application: Customise your CV and cover letter to reflect Ofwat's values and mission. Use keywords from the job description to show that you align with their goals, particularly around consumer-focused policy thinking and stakeholder engagement.
How to prepare for a job interview at Ofwat
✨Showcase Your Leadership Experience
As a Director of Customer Policy & Insights, you'll need to demonstrate significant leadership experience. Be prepared to discuss specific examples of how you've developed high-performance teams and led through ambiguity. Highlight your ability to inspire and motivate others.
✨Demonstrate Strategic Thinking
This role requires translating strategy into action. Prepare to share instances where you've successfully implemented strategic initiatives in a regulatory environment. Emphasise your proactive approach and focus on continuous improvement.
✨Highlight Your Analytical Skills
Strong analytical capability is crucial for this position. Be ready to discuss how you've assessed both quantitative and qualitative data to inform decision-making. Provide examples of how your insights have led to effective solutions.
✨Emphasise Stakeholder Engagement
Collaboration with a wide range of stakeholders is key. Prepare to talk about your experience in building and maintaining strong relationships, especially in challenging situations. Share how you've navigated conflicts of interest to achieve positive outcomes.