Regulatory & Customer Reporting Analyst

Thames Water Utilities Limited; Swindon; On-site; GBP 42,000 - 50,000; Full time

Job summary

A leading water and wastewater company in the United Kingdom is seeking a Regulatory & Customer Reporting Analyst. This role focuses on ensuring compliance with regulatory standards and improving customer outcomes through data analysis and insights. The ideal candidate will have strong expertise in regulatory frameworks, data manipulation skills, and stakeholder management experience. A competitive salary and excellent benefits are included.

Benefits

Competitive salary

Annual leave: 26 days

Performance-related pay plan

Generous Pension Scheme

Health and well-being benefits

Qualifications

• Expertise in regulatory frameworks, preferably in water or regulated industries.
• Advanced skills in MS Office, particularly Excel.
• Experience with Power BI and SQL considered beneficial.

Responsibilities

• Ensure compliance reporting meets regulatory standards.
• Connect compliance requirements to day-to-day operations.
• Analyse customer behaviour and feedback for improvement.

Skills

Regulatory frameworks expertise

Data manipulation and interpretation

Stakeholder management

Analytical and problem-solving skills

Tools

MS Office (Excel, PowerPoint, Word)

Power BI

SQL

Job description

Overview

Do you have a strong understanding of regulatory frameworks and the ability to turn them into operational performance improvements? Join us as a Regulatory & Customer Reporting Analyst and become the voice that ensures compliance drives better customer outcomes. This role sits at the heart of our service organisation, bringing together regulatory requirements, customer insight, and data analysis to influence how we operate and improve. You\'ll help us meet our obligations, protect customers, and identify where change is needed.

Responsibilities

• Regulatory & Compliance Reporting - Act as a subject matter expert, ensuring all reporting meets regulatory standards and highlighting risks or gaps.
• Performance Insight - Connect compliance requirements to day-to-day operations, showing how regulatory frameworks directly impact performance and service outcomes.
• Customer Voice - Analyse customer behaviour and feedback, especially in challenging industries, to inform strategy and improve processes.
• Data & Reporting - Manipulate and interpret operational data using MS Office and Power BI, creating reports that turn complex information into actionable insight.
• Stakeholder Influence - Build trusted relationships across internal teams and external partners, ensuring regulatory and customer insights drive real change.
• Continuous Improvement - Use data and compliance insights to identify broken processes, skills gaps, and opportunities to improve performance.
• Bridge gaps between regulation, data, and customer outcomes.
• Possess a strong understanding of regulatory frameworks and apply them to performance management and compliance improvement.
• Demonstrate excellent data manipulation and interpretation skills with advanced ability in MS Office and ideally Power BI.
• Proven stakeholder management skills, confident in working with managers, colleagues, and external regulators.
• Understand customer behaviour and voice of the customer, with experience using these insights to drive performance improvement.
• Show strong analytical and problem-solving skills, with the ability to translate data into meaningful stories and clear recommendations.

Essential Technical Skills & Qualifications

• Regulatory frameworks expertise (water or other regulated industries preferred).
• Advanced MS Office (Excel, PowerPoint, Word).
• Experience with Power BI and/or SQL (or willingness to develop).

About Thames Water

We\'re the UK\'s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It\'s a big job and we\'ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Why join us

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. You\'ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you\'re looking for a sustainable and successful career where you can make a daily difference to millions of people\'s lives while helping to protect the world of water for future generations, we\'ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Note: You may need adjustments during the recruitment process; we are committed to being an inclusive employer and will support you as needed.

Compensation & Benefits

• Competitive salary from £42,900 - £50,000 per annum dependent on experience
• Annual leave: 26 days per year, increasing to 30 days with length of service (plus bank holidays)
• Performance-related pay plan
• Generous Pension Scheme
• Benefits supporting health, well-being, and finances