Smart Metering Customer Engagement Lead

Company description:
Water Utility Company based in Yorkshire region of England.

Job description:

Smart Metering Customer Engagement Lead Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:
We offer a competitive salary, depending on experience (Band 3b) £55,000 - £60,000 Car Allowance - £6000 per year (£500 per month) Annual incentive related bonus (up to 10% of annual salary, increasing to 15% in the 26-27 performance year) Private health care (self only) Attractive pension scheme (up to 12% company contribution) Life assurance cover of 4 times pensionable salary 25 days annual leave plus bank holidays plus an extra wellness day!

A great benefits package choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover. Retail savings scheme Online GP service, cycle to work scheme, gym membership discounts and many more!

Location:

This role will initially be based in Bradford but were moving our office to Leeds Valley Park in summer 2026, so youll be based there in the future Work type:
Permanent. 37 hours per week, Monday Friday. We have an exciting opportunity for a Smart Metering Customer Engagement Lead to join the Asset Management team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do:

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, its so much more than this.

We look after communities, protect the environment, and plan to look after Yorkshires water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the regions health, wellbeing, and prosperity. New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry.

Asset Management are a key part of how we plan to meet the changing expectations of customers and regulators. Yorkshire Water is undertaking the largest smart metering programme in England this AMP, with 1.4 million meter exchanges planned across AMP
8. With around 500,000 internally metered properties, achieving the Ofwat Metering PCD will require strong, proactive customer engagement to ensure every customer books an appointment for their meter to be replacedan urgent challenge given the current 50% access rate. This role exists to significantly improve appointment success and increase customer engagement to over 80% by analysing data, understanding customer behaviours, and implementing enhanced ways of working.

It will also lead on designing and delivering innovative trials and pilots to test new engagement approaches, while ensuring overall customer satisfaction with smart metering remains high and contributes positively to Yorkshire Waters ambition to improve C-MeX performance. Where you fit in:
As our Smart Metering Customer Engagement Lead you will Design, develop and implement the customer engagement strategy for smart metering, ensuring effective communication with all 500,000 internally metered properties requiring an appointment. Analyse current data and customer trends to identify, test and implement improved ways of engaging customers. Lead multichannel campaign strategy and execution, including letters, emails, SMS, outbound calls, social media and door-to-door partnership activity, using a structured test and learn approach and tailored behavioural messaging.

Own and develop all external customer-facing smart metering content, including letters, emails and text messages. Develop, implement and monitor the effectiveness of the overarching smart metering communications strategy. Create and manage the cluster deployment engagement plan, including media planning, communication scheduling and performance tracking. Drive improvements in customer sentiment and the smart metering Customer Feedback Score by reviewing feedback data, identifying trends and implementing service improvements to support positive C-MeX performance.

Lead a team responsible for reviewing smart metering complaints, delivering continuous improvement activity, and managing the smart metering customer charter to ensure a consistent, customer focused approach across all installation scenarios. Be experienced in Continuous Improvement and have a track record of rolling this out in a Customer Facing role. What skills & qualifications you will need:
Proven track record in customer engagement or demand generation in utilities, telecoms, or field services. Hands-on experience and success with running multichannel campaigns…