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- Tasks: Analyse customer feedback and data to enhance service delivery and customer journeys.
- Company: Join South West Water, a leader in providing quality water services in the beautiful South West.
- Benefits: Enjoy generous holidays, a bonus scheme, health benefits, and ongoing training opportunities.
- Why this job: Be part of a diverse team driving innovation towards a sustainable future while making a real impact.
- Qualifications: Experience in business analysis or customer experience, with strong analytical and communication skills required.
- Other info: Embrace a culture of inclusion and diversity, where your unique contributions are celebrated.
The predicted salary is between 24000 - 32000 ÂŁ per year.
Join to apply for the Customer Business Analyst role at South West Water
Join to apply for the Customer Business Analyst role at South West Water
At South West Water we believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
We currently have an opportunity for a Customer Business Analyst to join our team based in Exeter, Bristol, Redhill.
Joining us on a full-time permanent basis, you will receive a competitive salary of up to ÂŁ29,000 per annum plus excellent benefits.
As a Customer Business Analyst within the Customer Experience and Policy team, you will play a pivotal role in supporting the delivery of a customer-centric strategy that aligns with regulatory expectations and customer centric frameworks. You will work closely with the Customer Experience and Policy Manager to translate regulatory requirements, customer insights and performance data into actionable improvements across customer journeys, policies, and processes.
What you’ll be doing:
- Gather and interpret customer feedback, complaints and performance data to identify trends and improvement opportunities
- Work closely with the Customer Insight team to turn findings into actionable business recommendations, using a scoring methodology to prioritise against customer and business needs
- Support the creation of customer journey maps using process mapping software (ProMapp / Visio) and diagnostics to guide service and policy design
- Elicit and document business and customer requirements – in form of user stories and acceptance criteria – ensuring they are clear, concise and comprehensible
- Create and maintain a process matrix for all business and customer processes impacted by programme of work(s)
- Complete detailed SOP (Standard Operating Procedure) documentation for all processes, policies and procedures.
- Work with Training Specialists to interpret into colleague facing training material
- Help interpret regulatory and advocacy input (e.g., Ofwat, CCW) into internal improvements
- Track and report on adherence to customer-related regulations and performance commitments through continuous audit activities, working closely with Regulation team
- Work closely with the IT function, bridging the gap between the technical teams and business.
- Assist in delivering customer experience and continuous improvement initiatives aligned with strategic goals
- Collaborate across teams to embed customer-centric thinking and co-create solutions
- Support the creation and presentation of business cases, business value realisation documents and impact assessments
- Prepare reports and presentations for senior stakeholders and support customer communication efforts
What we are looking for:
- Proven experience in a business analyst or customer experience role, ideally within a regulated or service-focused industry
- Strong analytical skills with the ability to interpret complex data and translate it into actionable insights
- Experience working with customer feedback tools, journey mapping, and service design methodologies
- Excellent communication and stakeholder engagement skills
- Proficiency in Microsoft Office Suite and data analysis tools (e.g., Excel, Power BI)
- Qualifications:
- Experience with contact centre reporting (Salesforce, PowerBI)
What\’s in it for you:
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing Date: 12th September 2025
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid – Build trust and be trusted. Be the one we all look to and can depend on.
Be You – We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future – Embrace change. Drive Progress. Own the challenge.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Business Development and Sales
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Industries
Utilities
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Customer Business Analyst employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Business Analyst
✨Tip Number 1
Familiarise yourself with the regulatory landscape relevant to South West Water. Understanding Ofwat and CCW guidelines will help you demonstrate your knowledge during interviews, showing that you're ready to contribute to compliance and customer-centric strategies.
✨Tip Number 2
Brush up on your data analysis skills, particularly with tools like Excel and Power BI. Being able to showcase your ability to interpret complex data and turn it into actionable insights will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with customer feedback tools and journey mapping methodologies. Be ready to provide examples of how you've used these in previous roles to improve customer experiences, as this is a key aspect of the job.
✨Tip Number 4
Network with current or former employees of South West Water if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Customer Business Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Business Analyst position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in business analysis or customer experience roles, especially within regulated industries. Use specific examples to demonstrate your analytical skills and ability to interpret complex data.
Showcase Your Skills: Make sure to mention your proficiency in tools like Microsoft Office Suite, Excel, and Power BI. If you have experience with customer feedback tools or journey mapping software, highlight this as well, as it aligns with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also reflects your understanding of South West Water's values and mission. Express your enthusiasm for contributing to their customer-centric strategy and how you can help them achieve their goals.
How to prepare for a job interview at South West Water
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with South West Water's core values: Be Rock Solid, Be You, and Be the Future. Reflect on how your personal values align with theirs and be ready to discuss this during the interview.
✨Showcase Your Analytical Skills
As a Customer Business Analyst, strong analytical skills are crucial. Prepare examples of how you've interpreted complex data in previous roles and turned it into actionable insights. Use specific metrics or outcomes to illustrate your impact.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you gathered customer feedback or improved processes, and be ready to explain your thought process and the results achieved.
✨Familiarise Yourself with Tools and Methodologies
Since the role involves using tools like ProMapp, Visio, and data analysis software such as Power BI, ensure you're comfortable discussing your experience with these tools. If you have any certifications or training, mention them to demonstrate your expertise.
