Director of Customer Policy & Insights

OFWAT; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Join a vital government department committed to ensuring water resilience. As the Director of Customer Policy & Insights, you'll lead the Customer Insights Team, focusing on strategic policies and driving engagement with stakeholders. This role offers a competitive salary, hybrid working options, and an impactful career aligning with public interests.

Benefits

Fantastic employer pension contribution of nearly 30%

25 days annual leave, increasing with service

Access to exclusive discounts on various goods and services

Fees paid for membership of professional bodies

Up to 3 volunteering days per year

Recognition vouchers for hard work

Generous shared parental leave and pay

Qualifications

• Significant leadership experience in a regulatory policy environment.
• Proven ability to translate strategy into action.
• Strong analytical capability with quantitative and qualitative assessments.

Responsibilities

• Lead the Customer Insights Team in driving customer engagement.
• Develop strategies for research and financial vulnerability.
• Ensure compliance with customer-focused rules.

Skills

Leadership

Analytical Skills

Stakeholder Management

Strategic Thinking

Collaboration

Motivation

Job description

Join Ofwat’s Customer Insights Team as a Director of Customer Policy & Insights

*OfficeLocation:Birmingham (B5 4UA) or London (E14 4HD) with hybrid working*

About Us

We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales. Our work has genuine significance – no other organisation does the work we do. It’s unique and meaningful: keeping our water flowing; ensuring water bills don’t cost a penny more than needed; holding water companies to account. Come and work at the source of everyday life.

The Role

You will be one of three Directors responsible for supporting the Senior Director in ensuring the Casework, Enforcement and Customers directorate delivers on Ofwat's strategic priorities of performance and delivery.

This is an exciting role where your focus will be on putting Ofwat's consumer focused policy thinking at the heart of Ofwat's work to drive up trust across the water sector to ensure that companies have their customers at the heart of their business. You will drive engagement with key internal and external audiences including consumer stakeholders, communication, government engagement, Price Review and enforcement colleagues.

As part of your role, you will lead the team, in further developing our strategies around research, affordability, financial and non-financial vulnerability, and compliance with customer focused rules to ensure customers get the service they expect and deserve form their water company.

To find more details about the role and deliverables please click Apply.

About You

Below are some of the key essential experience, skills & knowledge required for this post:

1. Significant leadership experience, developing high-performance teams in a regulatory policy environment, and leading through ambiguity and change.
2. Proven ability to translate strategy into action with a proactive, results-oriented approach and a focus on continuous improvement with innovative and creative solutions.
3. Proven experience of working at pace and to tight deadlines, re-prioritising resources, whilst working with a high degree of autonomy.
4. Highly organised, motivated and adaptable, with the ability to see the bigger picture as well as attention to detail.
5. Proven ability to collaborate effectively across functions and to develop and maintain strong relationships with a wide range of stakeholders, including colleagues, senior leaders and external partners, to achieve the best results for the portfolio of work the team has to deliver and dealing with conflicts of interest.
6. Strong analytical capability, with the ability to assess quantitative and qualitative information and/or research to provide insight in delivering solutions to problems.
7. An inclusive leadership style which inspires, motivates and promotes collaboration to develop high performing individuals and teams, dealing with any areas of poor performance.

Why You Should Join Us:

• Meaningful Impact: You will be joining a team with a sense of mission at its core aiming to build a lasting legacy for future generations by securing our long-term water resilience.
• Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration.
• Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting.
• Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our London or Birmingham offices.
• Fantastic employer pension contribution of nearly 30%.
• 25 days’ annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave.
• Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership.
• Fees paid for membership of relevant professional bodies.
• Up to 3 volunteering days per year.
• Recognition vouchers scheme rewarding your hard work.
• Generous shared parental leave and pay supporting your family life.

Follow the link to Apply for full details about the role, please ensure you have submitted your Applications in full before the below deadline.

Closing date: 23.55 on 23 July 2025