Customer Journey Lead in Leeds, Yorkshire

Company description: Water Utility Company based in Yorkshire region of England.

We offer a salary up to £60,000.00 per annum, depending on experience.

• A company car allowance scheme, worth £6,000 per year
• Annual incentive related bonus (up to 15% of annual salary, applicable to the 2026/2027 performance year)
• 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 wellness day!
• 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 are moving our office to Leeds Valley Park in Summer 2026, so you’ll be based there in the future, with a hybrid working arrangement in place, a mix of office and home working.

Work type: This is a temporary opportunity for 12 months, working full time 37 hours per week between a working window of 8:00am-6:00pm.

We have an exciting opportunity for a Customer Journey Lead to join the Customer Experience Strategy team in Yorkshire Water. Could this be you?

What we do: Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this. We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity. New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Where you fit in: You will form part of a cross-skilled journey team responsible for the customer journey management, redesign, implementation, benefits delivery and continuous improvement of the customer journey based on key performance metrics. You will have a thorough understanding of customer needs, insight and research. You will deeply understand existing Customer Journeys, and will design and deliver new and improved experiences which drive industry leading levels of satisfaction and advocacy.

Some key role responsibilities include the following:

• Accountable for designing, improving and transforming our customer journeys across all channels to bring a customer centric approach and culture to our design.
• You will be the driving force in innovative design and its application in solving customer pain points, elevating moments of truth to become stand out brand leading advocacy.
• Custodian of our customer and people at every journey touch-point driving the business to simplify, digitise and deliver a best in class customer experience.
• Advocating for customer choice and experiences grounded in customer needs and segmentation.
• Responsible for prioritising the journey initiatives and delivering measurable benefit improving the Customer experience, building trust and maximising operational efficiency.
• Applies insight, undertakes root cause analysis, leads on the as-is and to-be customer journey mapping to identify pain points and opportunities to understand and define changes to core people, policy, process and systems that deliver an improved customer experience across the customer base.
• Opportunities that range from quick wins through to longer term strategies that reduce effort and drive value for our customer and our people.
• Responsible for effecting change which contributes to creating leading industry performance and the achievement of company targets and strategy around customer satisfaction, sentiment and reducing the cost of failure.
• Influences key stakeholders in making positive customer change with sound business outcomes, demonstrating subject matter expertise, a high degree of collaboration and impact through clear communication and compelling visualisation.

What skills are we looking for?

• Ability to clearly articulate customer experiences and present compelling visualisation through use of customer journey design and customer journey maps supported by attainable delivery plans.
• Proven influencing, negotiation and conflict management skills; including ability to secure senior stakeholder buy-in and cultivating cooperative relationships.
• Strong communications skills across technical, non-technical and business functions. Can socialise complex concepts in a simple, easy to understand and engaging way for a variety of business stakeholders, including ability to translate technical concepts into non-technical terms.
• Analytical. Can translate data, insight and research into opportunities for positive change. Ability to create valuable dashboard data to support the ongoing measurement of end to end journeys.
• Disciplined work approach, ability to work to tight deadlines, whilst maintaining a high level of accuracy.
• Calm under pressure, has the ability to act decisively even in cases of ambiguity, happy presenting at all levels, able to gain trust and elicit information through empathy building, tailored communication, and use of customer friendly language.
• A customer champion someone with an unwavering passion for customers and focused on delivering brilliant experiences with good business outcomes.

It would also be beneficial if you have the following:

• Experience of working in an evolving landscape of change with a detailed understanding of regulated environments.
• Self-starter with a real can-do attitude, and the ability to progress with limited guidance.
• Financially literate with the ability to recognise and articulate commercial implications.
• Creative thought leader with the ability to look beyond the immediate/tactical to help shape longer term strategies - but also capable of grounding strategies into reality and making them deliverable.

If you are interested in this exciting opportunity please complete the online application process and submit a covering letter and CV outlining your suitability for the role.

Recruitment Process Closing date 20th February, 2026. 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. No agencies please.