Customer Research Manager in Humber

Water Utility Company based in the Yorkshire region of England.

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, depending on experience up to £64,000.
• A car allowance of £500 per month/ £6,000 per year.
• Annual incentive related bonus (up to 10% of annual salary).
• Private health care (self only).
• Attractive pension scheme (up to 12% company contribution).
• Life assurance cover of 4 times pensionable salary.
• 25 days annual leave plus bank holidays plus an extra two wellness days!
• A great benefits package choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme.
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location: This role will initially be based in Bradford but we're moving our office to Leeds Valley Park in September 2026, so you'll be based there in the future where we operate a hybrid working approach with two to three office days a week.

Work type: Permanent. 37 hours per week, Monday to Friday.

We have an exciting opportunity for a Customer Research Manager to join us here at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers.

As our Customer Research Manager, you will lead the design and delivery of qualitative and quantitative research programmes, combining hands-on expertise with strategic oversight.

Your responsibilities will include:

• Leading end-to-end customer research, ensuring insight is robust, proportionate and clearly supports business and regulatory priorities.
• Personally designing and undertaking qualitative and quantitative research activity, including customer research, internal workshops and stakeholder engagement.
• Facilitating workshops with customers and colleagues to support insight generation, discussion and decision-making.
• Providing expert leadership on research design, methodologies and interpretation.
• Translating complex data into clear, evidence-based recommendations that drive action.
• Supporting the business in interpreting research findings and developing focused, evidence-based action plans.
• Developing and delivering our customer research and insight strategy.
• Creating and delivering high-quality presentations and insight outputs for senior stakeholders, including executive teams.
• Building strong relationships across the business to ensure insight shapes key decisions.
• Leading and developing the insight team, building capability and driving continuous improvement.
• Commissioning and managing external research partners, ensuring quality, governance and value for money.
• Ensuring consistent application of best practice and continuous improvement in research methods.

What skills and experience are we looking for?

We're looking for someone who combines strong research expertise with leadership capability and a passion for making insight impactful. You'll bring:

• Significant experience delivering qualitative and quantitative customer research.
• Strong expertise in research design, analysis and interpretation.
• Proven ability to manage complex research programmes and external agencies.
• Experience translating insight into clear, actionable recommendations.
• Strong stakeholder management skills, with the confidence to engage senior audiences.
• Experience leading and developing teams, including coaching and performance management.
• Excellent analytical skills, with the ability to synthesise complex data into meaningful insight.
• The ability to manage multiple priorities in a fast-paced environment.
• A high-energy, proactive approach - someone who takes ownership, drives activity forward and sees things through to delivery.
• The ability to connect the dots - bringing external insight, best practice and benchmarking into Yorkshire Water to continuously improve how we deliver customer research and insight.

You will also benefit from having:

• Experience working in a regulated or commercially orientated environment.
• Experience within utilities or a comparable sector.
• Experience of business planning, journey mapping, resource management or project management.

Although we operate 24 hours a day, 365 days a year, it's important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life.

If you've got experience in the above areas and want to help us deliver great service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.

If successful for the role, you will be required to undergo pre-employment checks that will include a Basic Disclosure Check, carried out through a Third-Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance.

All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible with your CV and a covering letter outlining your suitability for the role.

Closing date for this role is 10th June 2026.

No agencies please.