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United Utilities

Operational Intelligence Engagement Manager

Location flexibility:  3 office days / week – 3 days in the office, 2 days from home
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Job Description

The Role

We're looking for an experienced and customer-focused Operational Intelligence Engagement Manager to lead all customer-facing engagement across a portfolio of Operational Intelligence programmes.

This is a high-profile leadership role where you'll act as the critical link between programme delivery teams and customers, ensuring new operational intelligence capabilities are not only delivered successfully, but understood, embraced and embedded into day-to-day operations.

Leading a team of customer engagement professionals, you'll be responsible for developing and delivering customer strategies across multiple programmes and workstreams, building trusted stakeholder relationships and ensuring customer insight directly influences rollout plans, communications and ongoing service improvement.

You'll work with a diverse range of internal and external stakeholders, driving consistency, adoption and positive customer experiences throughout the programme lifecycle. Success in this role will be measured by the strength of customer relationships, stakeholder confidence, user adoption and the realisation of programme benefits.

What you'll be doing

  • Lead all customer engagement and adoption activities across the DNM and Enhanced Targeting programmes, acting as the primary point of contact for customer-facing delivery.
  • Manage and develop a team of customer engagement professionals, providing leadership, direction and coaching to drive high performance and programme success.
  • Develop and deliver customer engagement and communication strategies that ensure customers are informed, prepared and supported throughout programme rollouts.
  • Build strong relationships with internal and external stakeholders, ensuring customer needs, feedback and operational insights are embedded into solution design and delivery.
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Drive customer readiness, adoption and continuous improvement activities, translating complex operational intelligence solutions into clear, customer-focused outcomes.
  • Monitor customer engagement, benefits realisation and programme performance, providing insight and recommendations to senior stakeholders while championing a customer-centric culture across all workstreams.

    • What we're looking for

    • Significant experience leading customer, stakeholder or engagement activities within complex operational, transformation or technology-enabled programmes.
    • Strong understanding of operational networks and field-based service delivery environments, with the ability to align customer engagement activities to operational priorities, constraints and performance objectives.
    • A full UK driving license and access to your own vehicle is essential, as travel to operational sites and customer locations will be required.
    • Strong understanding of data-led, intelligence-driven or operational insight solutions, with the ability to translate complex concepts into meaningful customer outcomes.
    • Proven track record of building trusted relationships and influencing stakeholders at all levels, while working effectively across programme, operational, technical and analytical teams.
    • Experience leading and developing customer-facing teams, creating a culture of engagement, collaboration and continuous improvement.
    • Strong planning, organisational and risk management skills, with the ability to manage multiple priorities across a fast-paced environment.
    • Experience delivering customer adoption, change or rollout activity for large-scale systems, tools or operational improvement programmes.
    • Familiarity with Demand Network Management (DNM), targeting methodologies or demand management approaches is advantageous.

    Benefits

    • A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
    • A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
    • Up to 10.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
    • A comprehensive healthcare plan through our company-funded scheme
    • MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
    • Best Doctors
    • Salary Finance
    • Wealth at Work courses
    • Deals and discounts
    • EVolve Car Scheme
    • Employee Assistance Plan
    • Mental health first aiders
    • ShareBuy
    • MORE Choices flexible benefits
    • Enhanced parental leave schemes

    About Us

    "Salary - Competitive Salary
    Work Type - Hybrid
    Job Location - Blackburn waste water treatment works, Cuerdale Lane Samlesbury Blackburn Lancashire PR5 0UY
    Role Type - Permanent
    Employment Type - Full Time
    Working Hours -

    United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.

    We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.

    We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

    We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution."

    Working at United Utilities

    3 office days / week – 3 days in the office, 2 days from home

    A little flex time

    Company employees:

    7,500

    Gender diversity (m:f):

    65:35

    Hiring in countries

    United Kingdom

    Office Locations

    Company benefits

    26 days annual leave + bank holidays
    Annual bonus – Bonus levels vary depending on your role grade
    Buy or sell annual leave – Buy or sell up to 5 days per year
    Death in service – covered for 4 times pensionable earnings
    Cinema discounts
    Employee recognition scheme – Colleague led recognition scheme with monthly winners
    Cycle to work scheme
    Dental coverage
    Collaboration spaces
    Electric Car Salary Sacrifice
    Employee assistance programme
    Enhanced maternity leave – Up to 26 weeks leave at full pay
    Enhanced pension match/contribution – Up to 21% combined contributions
    Enhanced sick days
    Ergonomic workstations
    Faith rooms
    Family health insurance
    Further education support – Ongoing learning opportunities through apprenticeships and vocational training
    Gym membership – On-site gym at our head office & discounts on local gyms for those not based there
    Health cash plan
    Health insurance
    In house training
    Mental health days – 1 wellbeing day per year (in addition to annual leave)
    Mental health first aiders
    Compassionate leave
    Enhanced paternity leave – Up to 4 weeks leave at full pay
    Mental health platform access – Offering mental health consultations, health checks, digital fitness resources, and wellbeing support.
    On-site gym
    Open to compressed hours
    Open to part time work for some roles
    Adoption leave
    Private GP service – via our virtual GP - available to you and your loved ones
    Professional subscriptions
    Referral bonus – of £500
    Neonatal leave
    Reservist leave – Reservists/Army Reserve with 6 months service are entitled to 10 days paid leave per year to attend the annual training camp.
    Restaurant discounts
    Secure on-site parking
    Sensory-Friendly Setup
    Shared parental leave
    Will writing
    Carer’s leave
    On-site childcare – Only at our head office
    Income protection