Customer Research Manager

About the role

South West Water is seeking an experienced Customer Research Manager to join its Customer team on a 12‑month fixed‑term maternity cover. Based in Bristol (with flexibility to work from Exeter or Redhill), you will lead research programmes that ensure the customer voice shapes strategic decisions across the Group’s water and wastewater services.

Key responsibilities

• Build strong relationships with stakeholders to understand business challenges and research requirements.
• Design, manage and deliver customer research projects across South West Water, Bournemouth Water, Bristol Water and Sutton & East Surrey Water.
• Conduct in‑house research, including survey design, scripting and analysis.
• Commission external research projects and work closely with procurement and legal teams.
• Manage third‑party research agencies to ensure high‑quality delivery and value for money.
• Interpret customer and regulatory research findings and translate them into actionable insights.
• Present research outcomes and recommendations to senior stakeholders.

Required profile

• Proven experience leading customer research or insight programmes.
• Ability to influence senior stakeholders and embed the customer voice in strategic decisions.
• Strong analytical mindset with expertise in research methodologies.
• Excellent communication and presentation skills.

Required skills