Digital Customer Strategy & Data Manager in Leeds

Company description: Water Utility Company based in 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 salary up to £59k per annum depending on experience
• A company car allowance scheme (£6000 per year)
• Annual incentive related bonus (up to 15% of annual salary for 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!

Where I'd work: This role will initially be based in Bradford but we're moving our office to Leeds Valley Park in summer 2026, so you'll be based there in the future. There will hybrid working in place for this role.

Work type: This is a permanent opportunity, working full time, 37 hours per week, Monday - Friday between a working window of 8:00am-6:00pm.

We have an exciting opportunity for a Digital Customer Strategy & Data Manager to join the Customer Experience team at Yorkshire Water.

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. Yorkshire Water's ambition is grounded in doing what is right for customers. This means both meeting the evolving expectations of our customers, for a simple, reliable, digitally-enabled experience, as well as the increasing expectations of our regulators who mandate minimum service standards.

Where you fit in: The Digital Customer Strategy & Data Manager will lead the development and execution of an enterprise-wide customer data and digital strategy that delivers improved customer experiences, operational efficiency, digital channel adoption, and regulatory compliance. You will act as the strategic owner of customer data governance and digital experience principles ensuring the organisation maximises value from its digital investments, systems (CRM, billing, web, and telephony), and data ecosystem. You will provide strategic leadership across customer data, digital journeys, digital product ownership, insights, and cross-functional prioritisation ensuring decisions are insight-led, consistent, and aligned to business and customer outcomes.

Some key role requirements include the following:

• Set the direction for the business in our digital ambition, ensuring a clear roadmap of capability to drive our digital aspirations, contributing to better customer outcomes, compliant service, and improved efficiencies.
• Establish and embed a clear accountability model for customer data (aligned to RACI approaches) and ensure we are managing customer data in a way which adds value to the overall business and customer.
• Champion trust, transparency, GDPR compliance, accessibility and inclusivity principles in all digital and data-led initiatives.
• Translate strategic ambitions into a clear, phased roadmap covering web, app, automation, CRM, telephony, proactive notifications, education, and self-service capabilities.
• Champion proactive management and investment decisions for digital platforms, including telephony, CMS, CRM, and integration layers, avoiding technology-driven decisions without customer perspective.
• Use customer and operational data, analytics, journey insights, benchmarking and research to inform strategic decisions and continually refine the digital and data strategy.
• Lead on engagement with stakeholders including the executive team, board and CEO to provide confidence that we are delivering a digital strategy that meets business and customers' needs.

What skills and qualifications you will need:

• Proven experience in digital strategy, customer data strategy, or Customer Experience transformation roles.
• Strong knowledge and understanding of technology solutions, CRM ecosystems, data flows, permissions frameworks, contact strategies, and operational impacts.
• Experience in leading cross-functional digital initiatives, journey improvements, or product teams.
• Strong analytical background, with ability to interpret customer insights, digital analytics, and performance data.
• Skilled in governance, risk management, and translating complex digital/data issues into strategic recommendations.
• Highly organised self-starter, confident in proactively managing resources to meet business needs.
• Strong networking, interpersonal and influencing skills, able to develop and maintain effective internal and external relationships.
• Excellent communication skills, able to produce high quality presentations and confidently articulate complex ideas and concepts, adapting to meet the needs of a wide range of audiences.

It would be beneficial if you have the following:

• Experience in utilities, regulated environments or large-scale service organisations.
• Understanding of accessibility standards, CMS management, SEO and web optimisation challenges (as highlighted in current capability gaps).
• Experience of working across multiple platforms including CRM, billing systems, digital self-service, app ecosystems, and telephony.
• Understanding of regulations and laws across the water industry, including the new customer-focused licence condition and its relevance to compliant digital services.

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. We know that juggling childcare responsibilities or getting that ideal work/life balance isn't always easy!

Do we sound like your cup of tea? If you've got extensive experience in digital strategy or customer data strategy and want to help us shape our customer digital strategy then be sure to apply today to find out what a career with Yorkshire Water can offer you. If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process.

Recruitment Process: Closing Date: 22nd March, 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.