This vacancy is now closed


Who are we?

We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes.   Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.


About the role

Your role will be to support in providing insight & analytics data required for improving customer satisfaction. This data is key to identifying the underlying causes of customer dissatisfaction so we can further understand the impact on the business and work with the relevant departments to agree actions to resolve and learn to avoid future recurrence.


What you’ll be doing: 

  • Support in the identification of the underlying drivers of customer dissatisfaction and areas of poor quality, undertaking investigation and identifying remedial action to reduce or eliminate similar issues in the future.
  • Prepare insight from analysis on complex data to identify skill gaps or broken processes & procedures with recommendations for possible fixes.
  • Work with the team to drive through improvements recommended as a result of insight analysis, ensuring appropriate actions are taken to reduce customer fail-points or cost, improve process efficiency, reduce risk and ultimately improve the Customer experience and drive revenue enhancement opportunities
  • Demonstrate an ability to influence peers and present findings and recommendations both formally and informally to drive action. 


What we’re looking for:

  •  Experience in collating information and data and delivering insight into with actionable plans to deliver change, improvements, efficiencies and benefits.
  • Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy and present information as insight in a succinct and compelling manner
  • Experience of analytical applications such as Business Objects, SSRS, Power BI or similar. Experience of using SQL is desirable, although training will be provided. 


Here’s why you should join us! 

We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process. 

Thames Water is a rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities.

Our competitive salary package includes an excellent contributory pension, 26 days holiday per year, increasing with length of service, access to money saving and benefits schemes and much more!

You can find our more in our working for us section of our website.