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For Companies At a Glance
- Tasks: Lead transformative projects to enhance customer experience and operational efficiency.
- Company: Join Southern Water, a leader in the water industry transformation.
- Benefits: Competitive salary, bonuses, generous pension, health benefits, and flexible working.
- Why this job: Make a real impact in a pivotal leadership role during a major transformation.
- Qualifications: Proven programme management experience and strong leadership skills required.
- Other info: Diverse and inclusive environment with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Location: Hybrid working between our Head Office in Worthing (2-3 days per week) and remote.
Contract Type: Permanent
Hours: 37 hours per week, Monday – Friday
Salary: Competitive salary commensurate with experience + £500 monthly car allowance, single PMI, and up to 20% bonus
Job Overview
Southern Water is on a bold transformation journey to deliver improved operational and financial performance for customers, stakeholders, and regulators. We’re seeking an exceptional leader to take on the role of Head of Customer Transformation, a critical position driving change across our customer directorate. This role will lead the coordination and delivery of transformation plans across billing, operational customer services, communications, digital channels, and community engagement.
You will oversee 5 particularly high-profile programmes ensuring they are set up for success and aligned with our strategic objectives:
- People Transformation – building capability and culture across the customer directorate.
- Demand Reduction – reducing inbound contact through proactive solutions and process improvements.
- Digital Suite of Products – delivering innovative digital tools and experiences for customers.
- Debt Reduction – implementing strategies to improve collections and customer affordability.
- Contractual Programmes to Reduce Cost – driving efficiencies through supplier and partner agreements.
This includes creating business cases, building programme teams, securing investment, managing risks and dependencies, ensuring robust governance and reporting, and championing customer‑centric change to deliver operational improvements, cost efficiencies, and enhanced customer experience. You will also have the opportunity to build high‑performing programme teams to deliver these initiatives effectively.
About You
We’re looking for a strategic, commercially astute leader with:
- Proven success in programme management within complex delivery environments, ideally in customer service.
- Strong leadership skills and experience managing teams in a matrix structure.
- Excellent stakeholder engagement and influencing capabilities.
- Deep understanding of change management and human factors.
- Knowledge of regulated utilities and insight into smart metering, CRM, and billing.
- Outstanding communication skills and ability to present at all levels.
Package
This role will be full‑time Monday to Friday with a hybrid approach to working between our Head Office in Worthing and home. We are offering a competitive salary dependent on skills and experience as well as other benefits including:
- Company and performance‑related bonus
- Generous pension with up to 11% company contribution
- Life assurance payment equal to four times your annual salary
- Health benefits through a Cash Plan
- Two paid community volunteering days a year
- 25 days annual holiday
- Retail platform offering discounts and savings on several products and experiences
- Study support may be available for job‑related qualifications
- Competitive maternity, paternity and parental leave and flexible return to work options
Why Southern Water?
Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8 bn planned investment for 2025‑30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long‑term value creation. At Southern Water, diversity and inclusion are core values. We actively encourage applications from all backgrounds and are committed to fostering an environment where every individual is empowered to succeed. This is more than a role; it’s an opportunity to lead, innovate, and make a lasting impact. Apply now to be part of our transformational journey.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Customer Service and Strategy/Planning
Industries: Utilities
Head of Customer Transformation in Worthing employer: Southern Water
Contact Detail:
Southern Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Transformation in Worthing
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their transformation journey and think about how your skills can contribute to their goals. We want you to walk in feeling confident and ready to impress!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've successfully managed teams and driven change in previous roles. We’re looking for those standout moments that demonstrate your ability to lead and innovate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our hiring process.
We think you need these skills to ace Head of Customer Transformation in Worthing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Customer Transformation. Highlight your experience in programme management and customer service, and don’t forget to showcase your leadership skills and any relevant achievements.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've driven change and improved customer experiences in previous roles.
Showcase Your Strategic Thinking: In your application, demonstrate your strategic mindset. Discuss how you’ve successfully managed complex projects and engaged stakeholders. We want to see your ability to think big and lead transformation initiatives.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re keen on joining our team at Southern Water!
How to prepare for a job interview at Southern Water
✨Know the Transformation Landscape
Familiarise yourself with Southern Water's transformation journey and the specific programmes mentioned in the job description. Understand how each initiative contributes to customer experience and operational efficiency, as this will show your genuine interest and alignment with their goals.
✨Showcase Your Leadership Style
Prepare to discuss your leadership approach, especially in matrix structures. Think of examples where you've successfully led teams through change management, highlighting your ability to engage stakeholders and drive results in complex environments.
✨Demonstrate Stakeholder Engagement Skills
Be ready to share experiences where you've effectively influenced stakeholders at various levels. Use specific examples that illustrate your communication skills and how you've navigated challenges in previous roles, particularly in customer service settings.
✨Prepare for Scenario-Based Questions
Anticipate scenario-based questions related to the key programmes like Demand Reduction and Digital Suite of Products. Think about how you would approach these challenges, what strategies you would implement, and how you would measure success to demonstrate your strategic thinking.
