Strategic Consumer Insight Lead – Customer-Centric Growth

Institute of Water; Walsall; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Travel allowance

Company benefits

Job summary

South Staffordshire Water is seeking a Strategic Consumer Research & Insight Lead to place the voice of customers at the heart of business planning. You will drive a comprehensive research programme influencing PR29, long-term plans and customer investment priorities, reporting to the Strategy & Regulation Director.

You will lead qualitative and quantitative studies, manage agencies, and develop innovative engagement approaches to inform decisions with regulators and senior leadership.

Qualifications

• Experience leading customer insight, consumer research or market research programmes.
• Strong analytical skills with ability to turn insights into actionable recommendations.
• Excellent communication and influencing skills across senior stakeholders.
• Experience managing multiple projects and priorities with deadlines.
• Resilience and adaptability in a fast-paced environment.
• Creative approaches to identifying opportunities and improving outcomes.
• Strong organisational skills and attention to detail.
• Collaborative, customer-focused mindset across teams and partners.
• Knowledge of data governance, GDPR and research compliance standards.

Responsibilities

• Develop and deliver a robust consumer research strategy informing short and long-term plans.
• Ensure compliance with Ofwat regulatory expectations.
• Design and oversee qualitative and quantitative research with external agencies.
• Analyse consumer insight and produce clear recommendations for senior leaders.
• Lead segmentation projects to improve understanding and engagement.
• Develop innovative research and stakeholder engagement approaches.
• Strengthen understanding of future customer needs, incl. Gen Z.
• Present findings through reports, presentations and visualisations.
• Build relationships with regulators, consumer reps and other water companies.
• Manage research agency partnerships and supplier frameworks, on time and within budget.
• Support business teams to keep customer priorities central to decisions.

Skills

Customer insight leadership

Analytical skills

Communication & influence

Project management

Resilience & adaptability

Creative insight methods

Organisational skills

Collaboration

Data governance & GDPR

Job description

South Staffordshire Water is seeking a Strategic Consumer Research & Insight Lead to place the voice of customers at the heart of business planning. You will drive a comprehensive research programme influencing PR29, long-term plans and customer investment priorities, reporting to the Strategy & Regulation Director.

You will lead qualitative and quantitative studies, manage agencies, and develop innovative engagement approaches to inform decisions with regulators and senior leadership.