Customer Strategy Lead at Southern Water

Job Overview

• Join us at a pivotal moment in our transformation journey. As Customer Strategy Lead, you’ll help shape the future of customer engagement in the water sector an industry with deep purpose and tangible impact. This is your chance to lead meaningful change, influence executive-level decisions, and leave a lasting legacy.

Why This Role Stands Out:

• Purpose with Power: Work in a sector that directly improves lives and the environment
• Big Changes, Fast Impact: Drive initiatives that deliver real results quickly and visibly
• Autonomy & Influence: Own your strategy, shape your vision, and make a name for yourself
• Executive Exposure: Collaborate with senior leaders and represent the customer voice at the highest levels
• Exciting Change Projects: Be at the heart of long-term transformation programmes

About You

What You’ll Do

• Lead the development and integration of customer-facing strategies across Digital, Vulnerability, Debt, Experience, Marketing, and more
• Author and coordinate the Retail/Customer Business Plan and regulatory submissions (WRMP, DWMP, Drought Plan)
• Champion customer insight and innovation to inform service design and delivery
• Collaborate with internal teams and external stakeholders to ensure alignment and value
• Monitor performance and drive continuous improvement through strategic recommendations

What You’ll Bring

• A proactive, self-starting mindset ready to tackle problems and craft solutions independently
• Strategic thinking with strong planning and forward-looking capabilities
• Excellent communication and collaboration skills across diverse teams
• Numeracy and analytical strength comfortable with business cases and cost-benefit analysis
• Experience in large organisations or consultancy environments
• Water industry knowledge is a plus, but not essential

Qualifications & Experience

• Experience in similar and related roles will be a key consideration.
• Proven experience in customer strategy, business planning, or regulatory engagement
• Degree in Business, Strategy, Marketing, or related field is desirable
• Familiarity with Ofwat’s regulatory framework is desirable