Head of Customer Insights

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City:
Cardiff

Address:
Cardiff, Wales, GB, CF3 0lt

Job Requisition Number 8476

Work Type Permanent

Job Function Director/Leadership Team

Base Cardiff

Closing Date 25th March 2026

At Welsh Water, everything we do is about Bringing Wales to Life. From the lakes and rivers that shape our landscapes to the taps and pipes that keep our communities flowing, we’re here to protect, enhance, and celebrate the places people call home. As a not-for-profit organisation, every pound we make goes straight back into Wales — its environments, its communities, and its future.

We’re growing a culture built on curiosity, collaboration, and doing the right thing. That means turning real customer voices into powerful insight, using data to guide meaningful decisions, and making sure every community we serve feels heard and valued.

We’re also committed to creating a workplace where equity, diversity, and inclusion aren’t just principles — they’re lived experiences. We want everyone to bring their authentic selves to work, because we know that a truly inclusive team helps us understand, represent, and support the diverse communities of Wales.

Join us, and help shape the insights that help us bring Wales to life — for everyone.

Reporting to the Chief Strategy & Stakeholder Engagement Officer, the Head of Customer Insight will lead the company’s customer insight Business Unit, ensuring that the voice of the customer is central to decision-making across the organisation.

This role will be responsible for gathering, analysing and interpreting customer insight to inform business planning and improve service delivery. They will provide evidence-based insight into customer needs, behaviours and experiences, ensuring the voice of the customer shapes strategy, operations, and performance.

Key Responsibilities of the role:

• Define and deliver a clear customer insight strategy that aligns with corporate objectives, regulatory commitments.
• Manage all the company s customer and stakeholder research requirements to understand attitudes, expectations, priorities and acceptability to inform long and short-term decision-making, strategy and associated business plan development. Responsible for commissioning and undertaking research to provide independent evidence to inform corporate strategy.
• Analyse relevant customer data to identify trends, risks and emerging issues across the customer base for the purposes of strategic and business planning.
• Develop insight into the behavioural drivers and barriers influencing customer actions, using behavioural science and evidence-based approaches. Informs the design of effective strategies (and maintains oversight of their effective delivery) to enable sustainable behaviours to meet key business requirements and long-term outcomes.
• Provide high-quality insight and analysis to inform corporate strategy, business planning, investment decisions and service improvement.
• Lead customer segmentation, trend analysis and predictive insight to anticipate future customer needs and risks.
• Work closely with Customer, Operations, Finance, Regulation and Digital teams to ensure insight informs performance management, customer experience and regulatory submissions.
• Develop and maintain effective governance, standards and assurance for customer insight, ensuring consistency, quality and ethical research practice.
• Lead, develop and motivate a high-performing customer insight team, building capability, professionalism and a culture of curiosity and continuous improvement.
• Act as a senior advocate for the customer voice, representing customer insight at Executive, Board and external stakeholder forums as required.
• Oversee the company’s development and use of Consumer Panels as well as managing the needs and requirements required by external panels (e.g. CCW)
• Oversee and ensure adherence to the company’s obligations to adhere with Ofwat’s Customer Involvement Rule
• Oversee the company’s Independent Challenge Group (or any such successor)

The following are essential requirements for the recruitment of the role:

Qualifications

• Degree (or equivalent…