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- 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
*OfficeLocation: Birmingham (B5 4UA) or London (E14 4HD) 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. 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 form their water company.
To find more details about the role and deliverables please click Apply.
About You
Below are some of the key essential experience, skills & knowledge required for this post:
- S ignificant 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 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 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.
Follow the link to Apply for full details about the role, please ensure you have submitted your Applications in full before the below deadline.
Closing date : 23.55 on 23 July 2025
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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 initiatives. Understanding their strategic priorities will help you align your insights and experiences with their goals, making you a more attractive candidate.
✨Tip Number 2
Network with professionals in the water regulation sector. Attend industry events or webinars to connect with current employees or stakeholders, which can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your leadership style and how it aligns with Ofwat's inclusive culture. Be ready to share examples of how you've successfully led teams through change and ambiguity, as this is crucial for the role.
✨Tip Number 4
Showcase your analytical skills by being prepared to discuss specific instances where you've used data to drive decision-making. Highlighting your ability to assess both quantitative and qualitative information will demonstrate your fit for the role.
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 effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your significant leadership experience and any relevant work in regulatory policy environments. Use specific examples to demonstrate how you've developed high-performance teams and led through change.
Showcase Analytical Skills: Given the role's focus on analytical capability, include examples of how you've assessed quantitative and qualitative information to deliver solutions. This could be through past projects or initiatives where your insights made a difference.
Tailor Your Application: Make sure your application reflects Ofwat's values and mission. Use language that resonates with their focus on consumer trust and collaboration, and ensure your motivation for applying aligns with their goals.
How to prepare for a job interview at Ofwat
✨Understand Ofwat's Mission
Before the interview, make sure you have a solid grasp of Ofwat's role in regulating the water sector. Familiarise yourself with their strategic priorities and how your experience aligns with their mission to ensure customer-focused policies.
✨Showcase Leadership Experience
Be prepared to discuss your significant leadership experience in a regulatory policy environment. Highlight specific examples where you've developed high-performance teams and navigated through ambiguity and change.
✨Demonstrate Analytical Skills
Since the role requires strong analytical capabilities, come ready to discuss how you've assessed both quantitative and qualitative data in previous roles. Provide examples of how this analysis led to actionable insights and solutions.
✨Emphasise Collaboration
Collaboration is key in this role, so be sure to illustrate your ability to build and maintain strong relationships with various stakeholders. Share experiences where you've successfully worked across functions to achieve common goals.
