Senior Researcher

OFWAT; West Midlands; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A water sector regulatory authority in the UK is seeking a Senior Researcher to join their Casework Enforcement and Customers Directorate. The role involves leading social research projects, focusing on customer insights, and supporting policy development around customer experience. Ideal candidates will have strong skills in analysis and communication, with a passion for improving water services. Flexible hybrid working is offered between London and Birmingham offices.

Benefits

Good employer pension contributions

25 days’ annual leave, increasing to 30

Access to discounts on goods and services

Fees paid for professional body memberships

Up to 3 volunteering days per year

Recognition vouchers for hard work

Qualifications

• Proven experience in developing and delivering social research projects.
• Strong understanding of policy issues related to customer support, vulnerability, affordability.
• Ability to explain findings to technical and non-technical audiences.

Responsibilities

• Split time between research and policy, reporting to Head of Customer Insight.
• Conduct qualitative and quantitative research methods.
• Support monitoring of new licence conditions in water sector.

Skills

Social research project delivery

Understanding of customer policy issues

Research methodologies

Analytical skills

Written and oral communication skills

Stakeholder collaboration

Project management skills

Job description

Join Ofwat’s Casework Enforcement and Customers Directorate as a Senior Researcher

Office Location : London (E14 4HD) or Birmingham (B5 4UA) 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. Following the Independent Water Commission’s final report, the UK government has set out a bold new direction – one that brings together expertise from across the sector to deliver better outcomes for customers and the environment.

We are working in collaboration with the government and other regulators to help establish a new body for England, combining our strengths with those of the Drinking Water Inspectorate, the Environment Agency, and Natural England. We’re also continuing to engage with the Welsh Government to support future decisions for Wales.

While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If you’re passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact.

The Role

This job will sit in the Customer Policy & Insights team, which is part of the Casework, Enforcement and Customer Directorate. The team brings together customer research and policy. Colleagues work together to understand the views and experiences of household customers and consider research requirements and policy.

In this role, your time will be split around 50 %: 50 % between research and policy. You will report directly to Ofwat’s Head of Customer Insight, while working closely with an equivalent policy Principal.

This role will work on projects and issues across the customer team. It is a great opportunity to use and develop a range of different skills and knowledge – including qualitative and quantitative research methods, report writing, policy consultations, licence condition reviews and reviewing company strategies. The issues we work on include affordability, vulnerability, customer experience, and customer views and preferences.

The team is responsible for reviews under Licence Condition G – a new licence condition that was introduced in 2024 to set customer‑focused standards for water companies. This role will provide support for Ofwat's monitoring of the new licence condition.

About You

• Lead Criterion: Proven experience in developing and delivering social research projects from start to finish, using a range of qualitative and quantitative methods.
• Understanding of policy issues in relation to customers, including issues such as customer support, vulnerability, affordability.
• Strong understanding of research methodologies and their application.
• Strong analytical skills and ability to draw out key insights from research findings or policy consultations and make them relevant and engaging for others.
• Strong written and oral communication skills, including the ability to confidently explain findings to technical and non‑technical audiences.
• Experience of working with a range of stakeholders and contractors and the ability to build relationships and collaborate effectively.
• Excellent planning, time management and project management skills.

Why You Should Join Us

• People Centric : Our people are at the heart of Ofwat and everything we do – we ensure all voices are heard and treat each other with respect; you'll be given the autonomy and the support to do your role in the best way.
• Innovative Work Environment : We embrace agile and new ways of working and have a culture built 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 Birmingham and London offices.
• Good employer pension contributions.
• 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 application in full before the below deadline.

Closing date : 23.55 on 14 December 2025