Customer Strategy Assurance Manager - FTC

Position: Customer Strategy Assurance Manager - 12 Month FTC
Company description:
Water Utility Company based in Yorkshire region of England.

Job description:

Customer Strategy Assurance Manager 12 Month Fixed Term Contract We offer a competitive salary, depending on experience up to £63,000 A company car lease/allowance scheme (£500 per month/£6,000 per year, based on full-time employment on joining the company). You can opt to sign up to the EV Car Salary Sacrifice Scheme 6 months after joining the company. Annual incentive related bonus (up to 15% 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 2 extra 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 be based at our office in Leeds Valley Park Hybrid Working (2 days office a week) Work type:
Fixed Term Contract 12 Months. 37 hours per week, Monday Friday - the anticipated start date for the successful candidate is December 2026 We have an exciting opportunity for a Customer Strategy Assurance Manager to join the Customer Experience Strategy & Assurance team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers.

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, its so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshires 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 regions 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.

The Customer Experience Strategy & Assurance team are a key part of how we plan to meet the changing expectations of customers and regulators. Yorkshire Waters 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:
Our customer strategy and priorities must constantly evolve, to keep pace with expectations and regulation. The Customer Strategy Assurance Manager provides confidence to our business and our regulators that we are compliant with regulation, mitigating emerging risks, and capturing new opportunities so that we are confident that we are doing what is right for our customers. The role will provide assurance that effective plans, policies and processes are in place across the business to ensure the company delivers improvement to C-MeX (customer measure of experience) and meets emerging regulatory obligations for customer experience.

They will translate the large and increasing volume of customer-focused regulation into plans and actions prioritising work to address biggest gaps and opportunities. They will liaise with stakeholders including the leadership and executive teams to provide confidence that we are meeting our regulatory requirements and minimising the risk of enforcement activity resulting in substantial financial and reputational impact. They will input into regulatory consultations to ensure Yorkshire Water has a strong and influential voice in the industry and a collaborative and authoritative reputation with Ofwat and CCW.

They will identify emerging opportunities and risks for CX using robust data, insight and analysis to target customer journey improvement and reduced cost to serve. They will continually develop the CX strategy and customer policies to support compliance with regulatory obligations and deliver high standards of customer service. What skills & qualifications you will need:
Relevant Degree or Qualification or significant experience in strategic and regulatory assurance, customer experience and customer journeys Knowledge of customer experience solutions including technology and digital channels Expert in data analysis and insight generation, able to synthesis multiple sources of information to extrapolate the key information required to make recommendations and take action Highly organised and confident in managing resources to meet business needs Strong networking, interpersonal and influencing skills

Experience of report and presentation…