Digital Analytics & UX Lead

Powered by Water, Driven by Purpose

South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash?
Join our team today.

Are you passionate about understanding customer behaviour and transforming digital experiences through insight, analytics and optimisation?

We're looking for a Digital Analytics & UX Lead to take ownership of analytics strategy across our customer-facing digital estate. This is a highly influential role where you'll use data, customer insight and experimentation to help create seamless, intuitive online experiences that drive engagement, adoption and customer satisfaction.

Working across a broad range of digital channels, you'll identify opportunities to improve customer journeys, remove friction and champion a digital-first culture across the Customer Communications function.

As our Digital Analytics & UX Lead, you'll be responsible for leading the optimisation of customer website experiences through robust measurement, insightful analysis and continuous improvement.

Key responsibilities include:

• Owning and developing the digital analytics strategy across customer-facing websites.

• Defining and maintaining measurement frameworks, KPIs and reporting standards.

• Leading tracking and tagging governance across digital platforms.

• Using GA4, UX insight and wider analytics tools to identify customer journey drop-offs, friction points and optimisation opportunities.

• Designing and delivering impactful dashboards and reporting using Looker Studio and Power BI.

• Translating complex data into clear, actionable recommendations for both technical and non-technical audiences.

• Supporting experimentation and Conversion Rate Optimisation (CRO) initiatives, including audience segmentation and targeting.

• Partnering with stakeholders across the organisation to influence digital decision-making.

• Driving digital adoption initiatives, including growth of MyAccount and eBilling channels.

• Supporting the development of more personalised and adaptive customer experiences.

• Strengthening data quality, governance and confidence in digital performance reporting.

• Contributing to better customer outcomes through continuous improvement of digital journeys.

• Proven experience in digital analytics, customer insight or a similar manager-level role.

• Proven experience in tracking implementation, event tagging and analytics governance.

• Strong experience analysing customer journeys, funnels, cohorts and campaign performance.

• Experience supporting experimentation programmes and conversion rate optimisation initiatives.

• Demonstrable expertise communicating technical concepts to diverse audiences.

• Strong stakeholder management and relationship-building skills.

• Deep understanding of customer behaviour and digital experience optimisation.

• Advanced experience with:

  • Google Analytics 4 (GA4)

  • Google Tag Manager (GTM)

  • Looker Studio / Data Studio

  • Power BI

  • Digital analytics and insight platforms

• Experience working with CMS platforms such as Optimizely.

• Strong understanding of data flows, tracking architecture and end-to-end customer journeys.

• Experience with Salesforce and/or Optimizely Data Platform would be advantageous.

• Degree educated or equivalent through relevant professional experience and training.

• Competitive Salary – Based on experience and skills

• Bonus Scheme – Rewarding your performance

• Pension Scheme – Helping you plan…