Manager, Water

Overview

In this role, you will help water retailers transform customer value, affordability and revenue outcomes through strategic advice, data-led diagnosis and programme delivery. You will work within the Water Retail and Customer Value & Affordability team to support planning, governance and stakeholder engagement on major transformation programmes. You’ll develop analytical insights to guide decisions and partner with technology teams to ensure outcomes are delivered. This is a chance to shape how utilities balance customer needs with financial viability while driving measurable improvements.

Pay / Benefits

• Generous annual leave (5 weeks)
• Flexible working and hybrid policy
• CSR days (3 per year)
• Wellbeing fund for personal wellbeing activities
• Profit share scheme
• Inclusive, diverse workplace with Wellbeing and CSR focus

Responsibilities

• Help clients understand customers holistically and identify those in need
• Support or lead major strategic transformation programmes to improve billing, revenue, debt and journey outcomes
• Benchmark performance and prioritise actions based on comparisons with peers
• Lead customer and operational transformation workstreams, including planning, governance and risk management
• Develop analytical insights (segmentation, forecasting, KPI reporting) to inform decisions and track impact
• Collaborate with technology and systems teams to clarify business requirements and deliver operational results
• Contribute to business development including proposals, client conversations and thought leadership in Water Retail and Customer Value
• Take responsibility appropriate to level (Consultant to Senior Manager) for deliverables, quality, and client relationships

Key requirements

• Experience in customer value, debt, billing, revenue assurance or affordability within water retail operations
• Delivered or supported billing or revenue improvement initiatives (e.g., reducing revenue leakage, improving collections, strengthening controls)
• Data-driven problem diagnosis and decision support
• Process improvement or operating model work in customer/revenue functions
• Effective stakeholder engagement across operations, finance, digital and data teams
• Clear, structured client-facing outputs (analysis, slides, recommendations) with strong quality narrative
• Experience coaching or developing others (at Manager/Senior Manager level)
• Excellent communication across levels of an organization
• communication across stakeholder levels
• analytical thinking
• problem solving
• data-driven diagnostics
• segmentation
• forecasting

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