Hybrid Customer Insight Lead: Shape Strategy & Outcomes

United Utilities; Warrington; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

26 days annual leave

Pension contribution up to 14%

Performance bonus up to 20%

Healthcare plan

Flexible hybrid working

Life assurance

Additional benefits

Job summary

United Utilities is seeking a Customer Insight Lead to shape and deliver its customer research and insight programme, ensuring the voice of the customer sits at the heart of strategic decision-making across the business.

You will lead large-scale insight initiatives that influence customer experience, service delivery, regulatory submissions and major investments. The role requires working with senior leaders, regulators and external partners in a fast-paced environment.

Qualifications

• Significant experience leading customer insight or market research programmes.
• Deep understanding of qualitative and quantitative methodologies and their application.
• Ability to translate complex insights into actionable recommendations with business impact.
• Experience managing multiple workstreams and delivering large-scale programmes to deadlines.
• Strong stakeholder management with credibility at senior internal and external levels.
• Experience managing research budgets, agency relationships and supplier performance.
• Excellent presentation and communication skills with executives and external stakeholders.
• Strong commercial awareness balancing quality, value and outcomes.

Responsibilities

• Design, deliver and embed a comprehensive customer insight programme for the organisation.
• Lead and manage a wide-ranging programme of qualitative and quantitative research.
• Partner with stakeholders to understand business needs and deliver actionable insights.
• Ensure customer evidence informs strategic decisions and future planning.
• Oversee design, commissioning and delivery of high-quality research programmes.

Skills

Insight programme leadership

Qualitative & quantitative methods

Stakeholder influence

Budget management

Presenting to executives

Commercial awareness

Team leadership

Education

Degree-level education

Job description

United Utilities is seeking a Customer Insight Lead to shape and deliver its customer research and insight programme, ensuring the voice of the customer sits at the heart of strategic decision-making across the business.

You will lead large-scale insight initiatives that influence customer experience, service delivery, regulatory submissions and major investments. The role requires working with senior leaders, regulators and external partners in a fast-paced environment.