Customer Strategy & Assurance Lead - 12-Month FTC

Kelda Group Limited 0000411940 - Kelda Group Limited; Leeds; Hybrid; GBP 57,000 - 69,000; Full time

Benefits offered by this job

Company car allowance

Private health care

Pension scheme

Life assurance

Job summary

Yorkshire Water is seeking a Customer Strategy Assurance Manager to join the Customer Experience Strategy & Assurance team in Leeds. The role focuses on assuring regulatory compliance, turning customer-focused regulation into actionable plans, and driving improvement in customer journeys.

You will work with senior stakeholders to mitigate risk, develop CX policies, and deliver value for customers while navigating regulatory expectations in a hybrid working setup.

Qualifications

• Relevant degree or qualification or significant experience in strategic and regulatory assurance, customer experience and customer journeys.
• Strong data analysis and insight generation with ability to synthesize information.
• Experience in report and presentation writing and communicating ideas.

Responsibilities

• Provide confidence that plans, policies and processes meet regulatory obligations for customer experience.
• Translate customer-focused regulation into actionable plans, prioritising gaps and opportunities.
• Liaise with leadership to minimise regulatory risk and influence regulatory consultations.
• Identify opportunities and risks for CX using data, insights and analysis.
• Develop and maintain CX strategy and customer policies to support compliance.

Skills

Regulatory assurance

Data analysis

Customer experience

Stakeholder management

Regulatory knowledge

Governance

Education

Relevant degree or equivalent

Job description

Yorkshire Water is seeking a Customer Strategy Assurance Manager to join the Customer Experience Strategy & Assurance team in Leeds. The role focuses on assuring regulatory compliance, turning customer-focused regulation into actionable plans, and driving improvement in customer journeys.

You will work with senior stakeholders to mitigate risk, develop CX policies, and deliver value for customers while navigating regulatory expectations in a hybrid working setup.