Customer Research and Engagement Manager
Bristol or Exeter
South West Water – South West Water - Customer - Customer Strategy & Research /
Permanent full-time /
Hybrid
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Great opportunity for a Customer Research and Engagement Manager to join our Customer Team based in Exeter or Bristol. This is a permanent full time with a salary c£43,000 plus benefits.
The role
In this role you will work as part of our team who are responsible for designing, managing and delivering the customer research programme for Sutton and East Surrey Water (SES), Bournemouth Water, Bristol Water and South West Water (SWW).
What you’ll be doing
- Work with internal stakeholders to understand the business need for research including for our business plan
- Design and manage quantitative and qualitative customer research projects across any of the four businesses
- Manage research agencies engaged to carry out the customer research to ensure the research is meeting the regulatory, business and stakeholder needs
- Undertake research in-house including designing and scripting surveys, and analysis of the resulting data
- Commission research externally including working with procurement and legal colleagues
- Work with the business to build an understanding of what our own research and the regulator’s research is telling us
What we’re looking for
- Experience working in a research, insight or policy team.
- Well-developed skills in designing, managing and delivering robust social or market research projects.
- Extensive experience of data analysis using Excel, it would be beneficial to have experience of using SPSS and/or R
- Experience managing (ideally research) projects (in-house and/or commissioned)
- Excellent analytical and critical thinking skills
- Ability to multi-task and manage priorities to meet business needs and meet deadlines
- Good organisation and planning skills
- Experience of dealing with, and challenging individuals at senior level within an organisation
- Excellent communication skills
What’s in it for you
- We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
Closing date: 29th July 2025
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
