Customer Insight & Change Leader

Thames Water Utilities Limited; Swindon; On-site; GBP 65,000 - 70,000; Full time

Benefits offered by this job

Salary £65k–£70k per year

26 days annual leave (increasing with

Generous pension scheme

Broad governance exposure

Health and wellbeing benefits

Job summary

Thames Water invites applications for a Consumer Involvement Lead to drive an 18-month programme applying the Consumer Involvement Rule across Retail, Finance, Strategy and more. You will mobilise delivery, embed sustainable practices, and provide guidance to interpretation of regulatory requirements.

You’ll lead multiple workstreams, engage senior leaders, and develop evidence-based decision-making. A high-profile change role with wide organisational exposure and a strong customer focus.

Qualifications

• Experience leading complex cross-functional programmes in regulated environments.
• Ability to translate regulatory requirements into practical processes and controls.
• Strong programme management skills coordinating multiple workstreams and stakeholders.
• Experience embedding change across different business areas.
• Knowledge of customer insight to inform decision-making.
• Establishing governance, reporting and assurance arrangements.
• Excellent written and verbal communication.
• Strong stakeholder management and influencing skills.
• Ability to work with senior leaders and governance forums.
• Customer-focused mindset balancing regulatory expectations with delivery.

Responsibilities

• Lead a cross-functional programme across Thames Water.
• Translate regulatory expectations into practical standards, guidance, templates and controls.
• Develop a framework for identifying decisions impacting customers.
• Plan customer insight and independent challenge at the right time.
• Maintain a central evidence repository linking insight, options, decisions and outcomes.
• Collaborate with decision owners, governance, assurance and change teams.
• Guide teams on proportional customer engagement.
• Oversee multiple workstreams, risks and actions to deliver outcomes.
• Identify barriers to change and build ownership and commitment.
• Deliver training, briefings and case studies for the business.
• Create monitoring and assurance arrangements in collaboration with teams.
• Report progress and risks to senior leadership and governance forums.
• Coordinate responses and external reporting outputs.

Skills

Complex programme leadership

Regulated environment experience

Stakeholder management

Regulatory translation

Governance & reporting

Communication skills

Customer insight awareness

Change management

Interpersonal credibility

Education

Bachelor's degree in a relevant field

Job description

Thames Water invites applications for a Consumer Involvement Lead to drive an 18-month programme applying the Consumer Involvement Rule across Retail, Finance, Strategy and more. You will mobilise delivery, embed sustainable practices, and provide guidance to interpretation of regulatory requirements.

You’ll lead multiple workstreams, engage senior leaders, and develop evidence-based decision-making. A high-profile change role with wide organisational exposure and a strong customer focus.