Senior Associate Customer Research Specialist

Join Ofwat’s Price Review Outcomes Team as a Senior Associate Customer Research Specialist

We have 1 Fixed Term contract until the end of December 2027 available

About Us

We’re Ofwat, the Water Services Regulation Authority – a non-ministerial government department responsible for regulating the water sector in England and Wales.

As the economic regulator of water and wastewater companies in England and Wales, our role is to enable, incentivise and hold companies to account for providing the very best for customers, communities and the environment. We also oversee the markets in the water sector to ensure they’re working for customers. Following the Independent Water Commission’s Final Report and subsequent White Paper - 'New Vision for Water', the UK government has set out a bold new direction - one that brings together expertise from across the sector to deliver better outcomes for customers and the environment.

The Role

We are looking for a Customer Research Specialist to join our Outcomes Team, at Senior Associate level. We need someone that can help understand the impacts on water customers of innovative approaches by water companies. The role will suit someone who is knowledgeable about research methods, has an eye for detail, feels confident critiquing research and who enjoys working at a fast pace.

Key deliverables

In this role you will be expected to:

• Help water companies produce robust unbiased evidence on the impacts that different technologies of replacing water mains can have on water customers. To do this you will:

1. Assess water company research methodologies and work collaboratively with companies to ensure approach a consistent with Ofwat's standards for high quality research and engagement;

2. Provide advice on the appropriate scale of trials that will build statistically valid results across a range of customer groups especially those that are vulnerable;

3. Analyse the results, share key findings with the Outcomes Team, and offer policy design recommendations while highlighting any limitations.

• Take the lead in interpreting customer research evidence from a range of sources, triangulating evidence and making recommendations on its reliability and use in informing Price Review policy.

• Manage the delivery of projects, including engaging with colleagues to understand requirements and scope as well as making recommendations on approaches, developing workplans, writing invitations to tender and managing procurement. Promote research findings and reports, making connections to the work of others.

• Work on wider projects with Ofwat’s Principal, Customer Insights, who is part of the customer policy team.

• Work on wider projects in the outcomes team applying transferable skills working with other team members.

About You

Below are some of the key essential experience, skills & knowledge required for this post:

1. Lead Criterion: Proven experience in developing and delivering social research projects from start to finish, using a range of qualitative and quantitative methods.

2. Strong understanding of research methodologies and their application.

3. Experience of working with a range of stakeholders and contractors and the ability to build relationships and collaborate effectively.

4. Strong written skills.

Why You Should Join Us:

• People Centric: Our people are at the heart of Ofwat and everything we do - we ensure all voices are heard and treat each other with respect; you'll be given the autonomy and the support to do your role in the best way;
• Innovative Work Environment: We embrace agile and new ways of working and have a culture build on trust, flexibility, and collaboration;
• Development Opportunities: Gain valuable experience and develop your skills in a supportive and dynamic setting;
• Work-Life Balance: Enjoy the flexibility of working from home combined with the benefits of in person collaboration in our Birmingham offices;
• Good employer pension contributions;
• 25 days’ annual leave, increasing to 30 with each year of service, plus bank holidays and an extra 2.5 days of privilege leave;
• Access to exclusive discounts on a variety of goods and services, including retail outlets, theatre tickets, holidays, insurance, and a gym membership;
• Fees paid for membership of relevant professional bodies;
• Up to 3 volunteering days per year;
• Recognition vouchers scheme rewarding your hard work;
• Generous shared parental leave and pay supporting your family life.

Office Location: London (E14 4HD) or Birmingham (B5 4UA) with hybrid working.