Customer Research & Insight Lead

Competitive Salary + Bonus + Excellent Benefits
Location: Lingley Mere, Warrington
Hybrid Working: 3 days per week onsite
Hours: 37 hours per week, Full Time

Lead the Voice of the Customer at United Utilities

At United Utilities, every decision we make impacts millions of customers across the North West. That's why understanding our customers' needs, priorities and expectations has never been more important.

We're looking for an experienced Customer Insight Lead to shape and deliver our customer research and insight programme, ensuring the voice of the customer sits at the heart of strategic decision-making across the business.

This is a unique opportunity to lead a high-profile insight function that influences everything from customer experience and service delivery to major investment decisions and regulatory submissions. You'll work with senior leaders, regulators and external partners to ensure robust customer evidence drives better outcomes for customers, communities and the environment.

If you're passionate about turning research into action, confident leading large-scale insight programmes, and thrive in a fast-paced stakeholder environment, we'd love to hear from you.

What You'll Be Doing

As Customer Insight Lead, you'll be responsible for designing, delivering and embedding a comprehensive customer insight programme that supports the whole organisation.

You will:

• Lead and manage a wide-ranging programme of qualitative and quantitative customer research.
• Partner with stakeholders across Customer Services, Communications, Brand, Regulation and Asset Management to understand business needs and deliver actionable insight.
• Ensure customer evidence informs strategic decisions, drives meaningful action and influences future business planning.
• Lead customer research activities supporting regulatory requirements, including Ofwat's Consumer Involvement in Decision-Making Rule and future Price Reviews.
• Oversee the design, commissioning and delivery of high-quality research programmes, ensuring methodological excellence and unbiased approaches.
• Manage and develop a team of insight professionals, creating a collaborative, high-performing environment.
• Present insight and recommendations confidently to senior leaders, regulators, external challenge groups and industry stakeholders.
• Act as the organisation's subject matter expert for customer research and insight.
• Own the customer insight budget, ensuring research investment delivers value for money and meaningful business outcomes.