At a Glance
- Tasks: Lead the Voice of the Customer strategy and embed customer insights across the organisation.
- Company: Join South West Water, a leader in the UK water sector focused on sustainability.
- Benefits: Enjoy competitive salary, flexible working, annual bonuses, and generous leave.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real impact by putting customers at the heart of decision-making.
- Qualifications: Proven leadership in customer insight and experience in regulated environments.
The predicted salary is between 51750 - 63250 £ per year.
Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes.
We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.
Our goals?
As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash?
Join our team today.
Head of Voice of the Customer
Put the customer at the heart of every decision.
We're looking for an experienced and strategic leader to shape and drive our Voice of the Customer (Vo C) and Consumer Involvement agenda.
This is a high-impact role that will ensure customer insight is embedded across our organisation, influencing business strategy, investment decisions, performance and regulatory outcomes.
You will lead the development of a customer-centric operating model, creating a single, trusted view of the customer and ensuring customer feedback, insight and lived experiences inform decision-making at every level.
This is an exciting opportunity to influence organisational strategy, drive meaningful change and build a culture where the customer voice is at the centre of everything we do.
- What you'll be doing
- Lead and deliver our enterprise-wide Voice of the Customer strategy.
- Establish customer insight as a core business capability, influencing strategic and operational decision-making.
- Own and lead our Consumer Involvement approach, ensuring customer voices are demonstrably embedded in key business decisions and regulatory commitments.
- Develop a single, integrated view of the customer by combining research, behavioural data, operational performance metrics and customer feedback.
- Partner with senior leaders and executives to shape strategy, transformation programmes and performance improvement initiatives.
- Create insight frameworks that clearly demonstrate how customer feedback influences service improvements, investment decisions and business priorities.
- Drive the transition from reactive reporting to proactive, strategic insight leadership.
- Lead, develop and inspire a high-performing Voice of the Customer and Performance team.
- Influence organisational culture, promoting evidence-based and customer-led decision-making across the business.
- Present compelling customer narratives and insights that influence Executive and Board-level discussions.
About you
You'll be a highly credible leader with the ability to influence at senior levels and drive lasting organisational change.
You'll bring:
- Proven experience in Voice of the Customer, Customer Insight, Consumer Involvement, Strategy or related leadership roles.
- A proven track record of embedding customer-centric approaches and Vo C frameworks across large organisations.
- Experience operating within a regulated environment, with strong understanding of Consumer Involvement and regulatory expectations.
- Demonstrable success influencing senior leadership teams and shaping strategic direction.
- Experience bringing together multiple data sources to create meaningful and actionable customer insight.
- Strong experience developing and leading multidisciplinary insight, customer experience or Vo C teams.
- Expertise in qualitative and quantitative research methodologies, customer insight and behavioural analysis.
- Experience using customer insight and analytics platforms such as Qualtrics, Power BI or similar.
- Strong commercial awareness and the ability to link customer insight directly to business performance and customer outcomes.
- Degree-level qualification or equivalent relevant experience.
Ready to make a difference? Join us as our Head of Voice of the Customer a nd help create a workplace where people thrive.
We believe in rewarding our people for their hard work and dedication. As our
Head of Voice of the Customer, you'll enjoy
- Competitive Salary
- Reflective of your skills, experience, and expertise.
- Company Car or Car Allowance
- Supporting you in your role.
- Annual Bonus Scheme
- Rewarding business and individual performance.
- Pension Scheme
- Helping you plan and save for the future.
- Flexible Working Options
- We support work-life balance through flexible and hybrid working arrangements where possible.
- Employee Assistance Programme
- Providing confidential support for your wellbeing.
- Employee Discounts
- Access to exclusive discounts on a range of products and services.
- Generous Annual Leave
- Giving you time to rest, recharge, and spend time doing what matters most.
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
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.
- JTRA1_UKTJ
Head of Voice of the Customer in Somerset employer: South West Water
At South West Water, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee health and wellbeing. With a commitment to sustainability and community engagement, our Occupational Health and Wellbeing Lead will have the unique opportunity to shape impactful programmes while enjoying generous benefits, including 30 days of annual leave. Join us in making a meaningful difference in the lives of our employees and the environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Voice of the Customer in Somerset
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South West Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like South West Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Voice of the Customer in Somerset
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to South West Water:Your cover letter is your chance to shine! Tell us why you want to work at South West Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at South West Water!
How to prepare for a job interview at South West Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
