At a Glance
- Tasks: Lead a dynamic customer insight programme that shapes strategy and influences decisions.
- Company: Join United Utilities, a leader in customer-focused innovation.
- Benefits: Enjoy a competitive salary, bonus, car allowance, and flexible hybrid working.
- Other info: Collaborate with senior leaders in a fast-paced, rewarding environment.
- Why this job: Make a real impact on millions by embedding customer voices in our strategy.
- Qualifications: Proven experience in customer insight leadership and strong analytical skills.
The predicted salary is between 60000 - 75000 £ per year.
Warrington / Hybrid working (3 days per week onsite)
At United Utilities, customer insight doesn’t sit on the sidelines; it directly shapes our strategy, reputation, and regulatory commitments. This is a high-profile, business-critical role at the heart of our Corporate Affairs & Communications directorate, influencing decisions that affect millions of customers. We’re looking for a seasoned customer research and insight professional to lead a best in class insight programme that drives action, strengthens our brand, and ensures the customer voice is embedded across the organisation.
The role:
- Lead and manage a far-reaching, high-quality customer insight programme embedded across the organisation.
- Design and deliver robust qualitative and quantitative research that informs strategy, service design, communications and brand.
- Own and evolve key insight workstreams including brand tracking, behavioural change research, customer acceptability and willingness to pay, and our online customer research panel.
- Provide insight into brand performance, customer priorities, service preferences and brand perception.
- Ensure customer insight underpins regulatory decision‑making, including alignment with Ofwat guidance and CCW consumer expectations.
- Lead the customer insight programme for Price Reviews, producing high‑quality regulatory submissions that clearly evidence how customer research has influenced business planning.
- Deliver compelling insight outputs reports, presentations, workshops that enable colleagues to confidently act on findings.
- Work with senior stakeholders across Communications, Brand, Customer Services, Asset Management and Regulation.
- Manage budgets and partner agencies, including tendering and performance management.
- Operate as a trusted senior adviser on customer insight, brand and reputation.
What you’ll bring:
- This is a role for a highly experienced, credible customer insight leader who is comfortable operating at senior levels and influencing complex organisations.
- Degree‑level education and significant experience in senior customer insight or research leadership roles.
- Deep expertise across qualitative and quantitative research methodologies, operating at the forefront of best practice.
- Strong strategic capability able to convert insight into tangible business, customer and reputational impact.
- Extensive experience leading complex, multi‑stakeholder programmes of work.
- Proven ability to interpret and act on nuanced regulatory guidance.
- A sophisticated understanding of brand, reputation and marketing‑led insight.
- Strong analytical reasoning, project management, financial and supplier management skills.
- Excellent influencing, negotiation, presentation and communication skills.
- Digital and data fluency, ideally including CRM, customer segmentation, marketing automation and data‑led insight.
What you’ll get:
- We offer a highly competitive and flexible reward package:
- Up to 20% annual bonus.
- £5,000 car allowance.
- Exceptional pension up to 21% combined contribution.
- Private healthcare.
- Share buy scheme.
- Wellbeing benefits and support.
- Retail discounts.
- Hybrid working for a healthy work life balance (3 days per week onsite).
Senior Customer Research & Insight Manager in Warrington employer: United Utilities
At United Utilities, we pride ourselves on being an exceptional employer that values the voice of our customers and fosters a collaborative work culture. Our Senior Customer Research & Insight Manager role offers not only competitive rewards, including a generous bonus and car allowance, but also the opportunity to lead impactful projects that shape our strategy and enhance customer experience. With a strong focus on employee growth and wellbeing, we provide a supportive environment where your insights can drive meaningful change across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Research & Insight Manager in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United Utilities. 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 United Utilities 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 Senior Customer Research & Insight Manager in Warrington
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 United Utilities:Your cover letter is your chance to shine! Tell us why you want to work at United Utilities 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 United Utilities!
How to prepare for a job interview at United Utilities
✨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.
