Digital Analytics & UX Lead

South West Water Limited; Exeter; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary

Bonus Scheme

Pension Scheme

Healthcare Benefits

Professional Development

Employee Discounts

Generous Annual Leave

Job summary

South West Water Limited is seeking a Digital Analytics & UX Lead to own analytics strategy across customer-facing digital estates. You will drive engagement, adoption and satisfaction using data, insights and experimentation across multiple digital channels.

You will oversee measurement, dashboards and governance, translating complex data into clear recommendations for technical and non-technical audiences, and support CRO initiatives to enhance customer journeys.

Qualifications

• Proven digital analytics, customer insight or manager-level experience.
• Experience in tracking implementation, event tagging and governance.
• Strong ability to analyse customer journeys, funnels and campaigns.
• Experience supporting experimentation and CRO initiatives.
• Ability to communicate technical concepts to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Deep understanding of customer behaviour and optimisation.

Responsibilities

• Lead digital analytics strategy across customer websites.
• Define measurement frameworks, KPIs and reporting standards.
• Govern tracking across digital platforms.
• Use GA4, UX insight and analytics tools to identify drop-offs.
• Design dashboards with Looker Studio and Power BI.
• Translate data into actionable recommendations for technical/non-technical audiences.
• Support CRO initiatives and audience segmentation.
• Collaborate with stakeholders to influence digital decisions.
• Drive adoption of MyAccount and eBilling channels.
• Contribute to more personalised and adaptive experiences.
• Strengthen data quality and governance in reports.

Skills

Digital analytics

Customer insight

Tracking implementation

Event tagging

Analytics governance

Customer journeys

Experimentation

Conversion rate optimisation

Stakeholder management

Communication of technical concepts

GA4

Google Tag Manager

Looker Studio / Data Studio

Power BI

CMS Optimizely

Salesforce

Optimizely Data Platform

Education

Degree or equivalent

Tools

GA4

GTM

Looker Studio

Power BI

CMS Optimizely

Salesforce

Optimizely Data Platform

Job description

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.

Digital Analytics & UX Lead

Shape the Future of Customer Experience Through Data

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.

What You'll Be Doing

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.

What We're Looking For

Essential Experience

• 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.

Technical Skills

• 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.

Qualifications

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

We believe in rewarding our people for their hard work and dedication. As our Digital Analytics and UX Lead you'll enjoy:

• Competitive Salary – Based on experience and skills

• Bonus Scheme – Rewarding your performance

• Pension Scheme – Helping you plan for your future

• Healthcare Benefits – Access to employee assistance programs

• Professional Development – Support for career growth with training opportunities

• Employee Discounts – On various products and services

• Generous Annual Leave – Take time to recharge with our holiday entitlement

Additional Information

• Participation in a standby rota is required as part of this role.

Closing Date: 15th September 2026

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.