At Affinity Water, we’re on a journey to transform how customers shape our services and long-term plans. We're looking for a Customer Engagement Manager to lead our strategic customer engagement programme, drive customer-led decision-making, and strengthen our relationships with key stakeholder groups — including the Independent Challenge Group.

This is a unique opportunity to influence how a vital public service evolves by ensuring our business decisions are informed by what matters most to the people we serve.

Why join us?

At Affinity Water, our customers are at the heart of everything we do — and your role will ensure their voices directly shape our future. You'll join a collaborative and strategic team, with exposure to a broad range of stakeholders and real influence over business direction. We value innovation, flexibility and a proactive mindset — and we’ll support you to grow and thrive in your role.

What you’ll be doing

• Lead our customer engagement strategy for regulatory purposes including PR29, with support from a dedicated Customer Engagement Lead.
• Coordinate cross-functional insights working with teams across Customer Experience, Finance, Asset Management and more to ensure our customer engagement reflects business priorities and future investment needs.
• Oversee research commissioning including qualitative, quantitative, and valuation work (e.g., Willingness to Pay studies).
• Triangulate and translate insights into actionable evidence that shapes strategic and operational plans.
• Be the key liaison with the Independent Challenge Group, managing meetings, feedback loops, and onboarding of new members.
• Champion the Water (Special Measures) Act 2025 by embedding direct customer involvement into business planning and decision making.
• Disseminate strategic customer insights across the business, ensuring a strong customer voice in everything we do.

What we’re looking for

• Proven experience in the water industry or regulated utility (price review experience is a plus).
• Demonstrated ability to embed customer-focused decision making into business processes.
• Skilled at engaging with customers, communities, and senior stakeholders.
• Strong background in commissioning and managing research and engagement agencies.
• Excellent communication skills — both verbal and written, with an eye for crafting effective, customer-facing materials.
• Strong organisational skills, able to manage multiple priorities and influence senior stakeholders.
• Confident using Microsoft Office and managing projects with a high degree of autonomy.
• A full UK driving licence is required.

Benefits

• Salary £60,000 - 65,000 per annum dependant on experience
• Hybrid role, with the expectations of a minimum two days a week in the office in Hatfield
• Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.
• Disability Confident

If you need any reasonable adjustments and would like to apply in a different format, please do let us know.