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- Tasks: Lead customer strategy and drive impactful change in the water sector.
- Company: Join Southern Water, committed to a greener future and tackling climate change.
- Benefits: Enjoy a competitive salary, generous pension, and flexible working options.
- Why this job: Make a real difference while collaborating with senior leaders and driving innovation.
- Qualifications: Experience in customer strategy or business planning is essential; degree preferred.
- Other info: Hybrid work model with 2 days in the office and 3 days WFH.
The predicted salary is between 46000 - 78000 ÂŁ per year.
Join to apply for the Customer Strategy Lead role at Southern Water
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Join to apply for the Customer Strategy Lead role at Southern Water
Closing Date
2025-09-07
Job Title: Customer Strategy Lead
Location: Hybrid â 2 days in Durrington office, 3 days WFH
Contract Type: Perm
Hours: 37
Salary: ÂŁ55,000 – 65,000 per annum DOE
There has never been a better time to join our organisation as we build towards a greener future, tackling climate change, minimising our environmental impact and reducing our carbon footprint!
Job Overview
Join us at a pivotal moment in our transformation journey. As Customer Strategy Lead, youâll help shape the future of customer engagement in the water sector – an industry with deep purpose and tangible impact. This is your chance to lead meaningful change, influence executive-level decisions, and leave a lasting legacy.
Why This Role Stands Out
- Purpose with Power: Work in a sector that directly improves lives and the environment
- Big Changes, Fast Impact: Drive initiatives that deliver real results – quickly and visibly
- Autonomy & Influence: Own your strategy, shape your vision, and make a name for yourself
- Executive Exposure: Collaborate with senior leaders and represent the customer voice at the highest levels
- Exciting Change Projects: Be at the heart of long-term transformation programmes
About You
What Youâll Do
- Lead the development and integration of customer-facing strategies across Digital, Vulnerability, Debt, Experience, Marketing, and more
- Author and coordinate the Retail/Customer Business Plan and regulatory submissions (WRMP, DWMP, Drought Plan)
- Champion customer insight and innovation to inform service design and delivery
- Collaborate with internal teams and external stakeholders to ensure alignment and value
- Monitor performance and drive continuous improvement through strategic recommendations
What Youâll Bring
- A proactive, self-starting mindset – ready to tackle problems and craft solutions independently
- Strategic thinking with strong planning and forward-looking capabilities
- Excellent communication and collaboration skills across diverse teams
- Numeracy and analytical strength – comfortable with business cases and cost-benefit analysis
- Experience in large organisations or consultancy environments
- Water industry knowledge is a plus, but not essential
Qualifications & Experience
- Experience in similar and related roles will be a key consideration.
- Proven experience in customer strategy, business planning, or regulatory engagement
- Degree in Business, Strategy, Marketing, or related field is desirable
- Familiarity with Ofwatâs regulatory framework is desirable
Package
This role will be full time Monday to Friday with a hybrid approach at our Durrington office 2 days a week, 3 days WFH.
Benefits
We are offering a salary of up to ÂŁ65K per annum depending on skills and experience as well as other benefits including:
- Generous pension up to 11% company contribution
- 25 days annual leave
- Life assurance equal to 4x salary
- Salary sacrifice electric car scheme (after 6 months service)
- Health Cash Plan
- Full funded eye tests
- Two paid volunteering days a year
- Occupational health service
- Discounts with over 800 popular retailers
- Digital GP service
- Study support may be available for job-related qualifications
- Competitive maternity leave and flexible return to work options
- Cycle to work scheme
Join our Customer Strategy Insight and Performance team and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.
Does this opportunity excite you but youâre not 100% sure if you meet all the requirements for the role? Or are you concerned that ânormalâ office hours arenât possible given your personal circumstances? Whilst we canât accommodate every flexible working request, weâll try to find a practical solution. So why not engage with us and find out more about this role?
If this role isnât quite what youâre looking for but are keen to be contacted about opportunities at Southern Water, you can register your details here: Introduce Yourself (myworkdaysite.com)
Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support â because when problems appear, fixing them is our top priority. Thatâs why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means youâll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.
Privacy Statement
Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.
All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered.
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Weâre unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Customer Strategy Lead employer: Southern Water
Contact Detail:
Southern Water Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Strategy Lead
â¨Tip Number 1
Familiarise yourself with Southern Water's current initiatives and projects. Understanding their focus on sustainability and customer engagement will help you align your vision with theirs during discussions.
â¨Tip Number 2
Network with professionals in the water sector, especially those involved in customer strategy. Engaging with industry peers can provide insights into the role and may even lead to referrals.
â¨Tip Number 3
Prepare to discuss specific examples of how you've driven customer strategy or transformation in previous roles. Highlighting measurable outcomes will demonstrate your capability to deliver results.
â¨Tip Number 4
Showcase your understanding of regulatory frameworks relevant to the water industry, such as Ofwatâs guidelines. This knowledge will set you apart as a candidate who is ready to navigate the complexities of the role.
We think you need these skills to ace Customer Strategy Lead
Some tips for your application đŤĄ
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and qualifications required for the Customer Strategy Lead position. Tailor your application to highlight how your skills and experiences align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer strategy, business planning, or regulatory engagement. Use bullet points to make it easy to read and focus on achievements that demonstrate your strategic thinking and analytical skills.
Write a Strong Cover Letter: Your cover letter should express your enthusiasm for the role and the company. Highlight specific examples of how you have led customer-facing strategies or driven initiatives in previous roles. Make sure to convey your proactive mindset and ability to collaborate across teams.
Prepare for Potential Questions: Think about the types of questions you might be asked during an interview, especially regarding your experience with customer insights and innovation. Prepare concise and relevant examples that showcase your problem-solving abilities and strategic vision.
How to prepare for a job interview at Southern Water
â¨Understand the Role and Its Impact
Before your interview, make sure you fully grasp the responsibilities of the Customer Strategy Lead. Familiarise yourself with how this role contributes to Southern Water's mission of tackling climate change and improving customer engagement.
â¨Showcase Your Strategic Thinking
Prepare examples that demonstrate your strategic thinking and planning capabilities. Discuss past experiences where you've successfully developed and implemented customer strategies, highlighting the results achieved.
â¨Communicate Effectively
Given the collaborative nature of the role, practice articulating your thoughts clearly and confidently. Be ready to discuss how you would engage with diverse teams and stakeholders to drive customer-focused initiatives.
â¨Prepare for Regulatory Discussions
Familiarise yourself with Ofwatâs regulatory framework and be prepared to discuss how it impacts customer strategy. Even if you don't have direct experience, showing a willingness to learn and adapt will impress your interviewers.
