Customer Experience Lead (W&Ww)

Shifts - This role will include a 1 in 4 weekend rota working both Saturday and Sunday. At United Utilities, customer experience isn't a support function, it's central to how we operate, invest, and serve the North West. As Customer Experience Lead, you'll play a pivotal role in shaping how customers experience our water and wastewater services, driving end-to-end improvement that delivers better outcomes for customers, improves operational efficiency, and meets our regulatory commitments. During the 1-in-4 weekend rota you'll take the lead as Customer Incident Manager, owning the customer response during operational incidents. You'll ensure effective communication, escalation and continuity of service, particularly for vulnerable customers and those on the Priority Services Register. This is a senior, influential role operating across the business. You'll champion the voice of the customer at every level, lead transformational improvement programmes, and work closely with operational leader to turn insight into action. If you thrive in complex environments and are motivated by purpose, impact, and scale, this is a role where you can truly move the dial. What you'll be responsible for: Driving customer performance & improvement

• Lead end-to-end improvement programmes across water and wastewater customer services.
• Deliver measurable improvements in key customer KPIs, including satisfaction, complaints, avoidable contact and cost to serve.
• Embed customer insight and the voice of the customer into decision-making, service design and operational delivery.
Senior cross-functional leadership
• Influence and align senior stakeholders across Operations, Network, Digital, Communications, Asset Management, Regulation and Customer teams.
• Ensure customer considerations are embedded into business change, investment decisions and operational plans.
• Drive delivery of actions arising from regulatory reviews, CCW feedback and Customer Panel recommendations.
Governance, risk & operational leadership
• Lead customer performance governance forums, ensuring clear ownership, visibility of KPIs and delivery of improvement plans.
• Represent the Customer Directorate on risk and compliance committees, ensuring adherence to customer licence obligations
• Provide operational leadership cover for the Water and Wastewater Contact Centre when required.
• Deputise for the Customer Services Director, including senior engagement with CCW and regulatory stakeholders.
• Oversee resolution of complex customer complaints and ensure learning is embedded.
Strategy, insight & continuous improvement
• Shape and deliver the annual customer improvement roadmap aligned to business strategy and regulatory expectations.
• Develop robust business cases for improvement initiatives, with clear governance and benefits tracking.
• Turn data, insight and analytics into clear, actionable improvement plans that deliver tangible outcomes.
Culture & leadership
• Champion a customer-first mindset across the organisation, modelling accountability, transparency and excellence.
• Lead through influence, coaching and collaboration rather than hierarchy.
• Foster a culture of continuous improvement, curiosity and cross-functional teamwork.
  
  A proven operational leader, ideally with experience in contact centre or multi-channel customer operations.
• Strong background in customer experience, service transformation or continuous improvement.
• Demonstrated ability to influence senior leaders and drive change across complex, multi-team environments.
• Highly analytical, with the ability to translate complex data into practical, outcome-focused improvements.
• Deep understanding of customer journeys, service design and operational processes in service-centric organisations.
• A confident, credible communicator who can advocate for the customer at every level.
  
  United Utilities proudly serves the North West, delivering high-quality water and wastewater services that support healthier communities, a stronger economy and a greener environment.
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