Head of Customer Transformation at Southern Water

Worthington, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

0.0

Posted On

15 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Programme Management, Leadership Skills, Stakeholder Engagement, Change Management, Human Factors, Regulated Utilities Knowledge, Smart Metering, CRM, Billing, Communication Skills

Industry

Utilities

Description

Closing Date 2025-11-27 Job Title: Head of Customer Transformation Location: Hybrid working between our Head Office in Worthing (2-3 days pw) and remote working. Contract Type: Permanent Hours: 37 hours per week, Monday - Friday Salary: Competitive salary commensurate with experience + £500 monthly car allowance, single PMI, and up to 20% bonus Job Overview Southern Water is on a bold transformation journey to deliver improved operational and financial performance for customers, stakeholders, and regulators. We’re seeking an exceptional leader to take on the role of Head of Customer Transformation, a critical position driving change across our customer directorate. This role will lead the coordination and delivery of transformation plans across billing, operational customer services, communications, digital channels, and community engagement. You will oversee 5 particularly high-profile programmes ensuring they are set up for success and aligned with our strategic objectives: People Transformation – building capability and culture across the customer directorate. Demand Reduction – reducing inbound contact through proactive solutions and process improvements. Digital Suite of Products – delivering innovative digital tools and experiences for customers. Debt Reduction – implementing strategies to improve collections and customer affordability. Contractual Programmes to Reduce Cost – driving efficiencies through supplier and partner agreements. This includes creating business cases, building programme teams, securing investment, managing risks and dependencies, ensuring robust governance and reporting, and championing customer-centric change to deliver operational improvements, cost efficiencies, and enhanced customer experience. You will also have the opportunity to build high performing programme teams to deliver these initiatives effectively. About You We’re looking for a strategic, commercially astute leader with: Proven success in programme management within complex delivery environments, ideally in customer service. Strong leadership skills and experience managing teams in a matrix structure. Excellent stakeholder engagement and influencing capabilities. Deep understanding of change management and human factors. Knowledge of regulated utilities and insight into smart metering, CRM, and billing. Outstanding communication skills and ability to present at all levels.. Package This role will be full time Monday to Friday with a hybrid approach to working between our Head Office in Worthing and home. We are offering a competitive salary dependent on skills and experience as well as other benefits including: • Company and performance-related bonus • Generous pension with up to 11% company contribution • Life assurance payment equal to four times your annual salary • Health benefits through a Cash Plan • Two paid community volunteering days a year • 25 days annual holiday • Occupational health service • Retail platform offering discounts and savings on several products and experiences • Study support may be available for job-related qualifications • We offer competitive maternity, paternity and parental leave and flexible return to work options Join Southern Water and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment. Why Southern Water? Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation. At Southern Water, diversity and inclusion are core values. We actively encourage applications from all backgrounds and are committed to fostering an environment where every individual is empowered to succeed. This is more than a role; it’s an opportunity to lead, innovate, and make a lasting impact. Apply now to be part of our transformational journey. Our purpose is big. Our impact is huge. And we know that every single one of us has the power, through our actions, to positively change society and the environment for good. It’s why careers with us have real meaning. Because, if you’re driven and ambitious, we can offer you huge opportunities for personal growth, professional development and constant innovation. Forever evolving. Forever focused on doing the right thing, we empower and encourage everyone to play to their strengths and to help us shape a fair and positive future for all. We believe in Water for Life. If you do too, Dive Right In. Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support – because when problems appear, fixing them is our top priority. That’s why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you’ll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position. Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? Whilst we can’t accommodate every flexible working request, we’ll try to find a practical solution. So why not engage with us and find out more about this role?

Responsibilities

The Head of Customer Transformation will lead the coordination and delivery of transformation plans across various customer service areas. This includes overseeing high-profile programmes aimed at improving operational performance and customer experience.