Customer Insight Manager

Do you have a strong customer research and programme management background?  Are you keen to apply your skills to explore views on topics spanning environmental protection to bill affordability?  Do you enjoy bringing together research findings from multiple projects, explaining findings and making recommendations on how to act on them? If so, we have a great opportunity for you as a Customer Insight Manager.  

What you'll do 

As the Customer Insight Manager, you will be responsible for managing the company's insight programme to provide timely, useful and cost-effective insights to ensure customer views are heard and can influence our day-to-day services and strategic plans.   

Working within the Customer Engagement team, you'll look after and report on a variety of projects that explore customers' views.   

 Specific tasks you'll be responsible for include:    

• building strong working relationships with external research agencies to shape briefs, commission and manage large research projects
• overseeing delivery and ensuring outputs meet business planning needs and align with industry best practice guidance
• the hands-on coordination of our customer tracker survey, Young People's Panel and online panel   
• triangulating research findings from multiple insight sources to identify customer preferences around key themes such as smart metering, water efficiency, affordability and environmental improvements
• reporting and sharing insight findings to internal teams and stakeholders (including our Customer Challenge Group), plus monitoring of actions arising and the impact of the research
• writing up the customer insight programme for business plan submissions
• data analysis to create insight in support of customer behavioural engagement programmes relating to water efficiency, smart metering, wastewater and rainwater management.   

What you'll need 

We are looking for a degree or equivalent in a relevant subject, with experience in conducting and managing customer research projects using a range of qualitative and quantitative methodologies.   

You will be a confident and effective communicator who can clearly disseminate findings from our research projects and build strong relationships.  

You will also have a high attention to detail, strong numeracy skills and excellent organisational skills.  

In addition, you will have:  

• a broad understanding of the water industry and its regulatory framework
• strong data management and analysis skills 
• great communication and presentation skills, including written, email, reports, presentations and spoken word    
• experience with using any or all of Microsoft Forms, SmartSurvey, Power BI, Maxqda or NVivo
• a driving licence and a willingness to travel to occasional events or meetings around the Wessex Water region or further afield.   

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us.  

Who we are 

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include: 

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Arena – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses. 

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group. 

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer. 

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.