Manager, Water

About the role

This role analyses customer needs to shape strategy that supports those most in need. The position guides strategic transformation and operational improvement in regulated energy and water markets. Success requires collaboration across stakeholders to protect vulnerable customers and improve billing outcomes. The incumbent will own the development and implementation of water retail strategies focused on customer value and affordability. You will translate complex customer and operational data into clear narratives that drive decision making and stakeholder alignment. A core part of this role involves identifying and prioritising actions that deliver the greatest impact for vulnerable consumers. You will act as a bridge between strategic intent and operational delivery within the water retail environment. The role demands a proactive approach to diagnosing issues and building insights that lead to concrete recommendations.

Key facts

What you'll do

Insights into customer needs shape strategy that supports those most in need. Performance is benchmarked against peers to prioritise actions that deliver impact. Decisions and impact are tracked using segmentation, forecasting, and KPI reporting that generate clear insights. You will analyse billing and revenue data to identify leakage and areas for control strengthening. You will lead the diagnosis of customer issues using data and analysis to build insight and support clear recommendations. You will develop and implement process improvements for customer or revenue-focused functions to deliver practical change. You will collaborate with stakeholders across operations, finance, digital, and data teams at different organisational levels. You will contribute to client-facing outputs, including analysis, slides, or written recommendations, with strong attention to quality. You will contribute to customer, operational transformation, and billing system change programmes and their interaction with operations. You will support the development of proposals and pitches, helping articulate client problems and solution approaches. You will mentor team members through informal coaching and review, as expected at the Manager level. You will track delivery, governance, and risk management for customer value and transformation initiatives. You will ensure that career development is pursued through taking on harder problems and making your work visible. You will leverage advanced analytics, KPI reporting, and process improvement frameworks to solve complex problems.

Requirements

Experience working in customer value, debt, billing, revenue assurance, or affordability within water retail operations is mandatory. Underlying processes, common issues, and levers in these areas must be understood solidly. Billing or revenue improvement initiatives have identified leakage, strengthened controls, and improved collections. Problems are diagnosed and insight is built using data and analysis to support clear recommendations and decisions. Process improvement or operating model work in customer or revenue-focused functions has delivered practical, implementable change. Confidence in communicating with stakeholders across operations, finance, digital, and data teams is required at different organisational levels. Client-facing outputs, including analysis, slides, or written recommendations, are produced with strong attention to quality and narrative. A Bachelor's degree is required as a minimum educational qualification. You must possess a minimum of 5 years of relevant professional experience. You must be eligible to work in the United Kingdom without requiring sponsorship. This role requires the right to live and work in the UK under immigration rules.

Nice to have

Customer or operational transformation programmes are contributed to, or led, including planning, governance, risk management, and delivery tracking. Billing, customer relationship management, or collections system change is understood in how systems and operations interact. Proposals, pitches, or internal proposition development are contributed to, helping articulate client problems, solution approaches, and value. Others are developed through informal coaching, review, or line management, expected at Manager and Senior Manager level.

Practical notes

The role operates within a People First culture focused on wellbeing and flexible working. Generous annual leave, profit share, wellbeing funds, and corporate responsibility days support a balanced work life. An inclusive recruitment process operates with no university filter and reasonable adjustments for all candidates. Typical interview steps

Interviews in this field typically test judgment, communication, and fit as much as technical skill. Be ready to describe a challenge you faced, what you did, and what you learned. Most companies value honest answers over polished ones. Whatever the role, preparation is visible. Reviewing the company's product, the job description, and your own past work before the conversation is the strongest step.

Good to know

Consulting work in regulated industries uses data, AI, and digital innovation to drive change. The firm emphasises thought leadership, operational excellence, and collaborative team delivery. Career paths span strategy, transformation, and operational improvement across multiple sectors. Tools and methods include advanced analytics, KPI reporting, and process improvement frameworks. The role connects directly with utility clients navigating market transformation and customer affordability.

Career growth

Career growth comes from taking on harder problems and making your work visible. Look for opportunities to own outcomes, mentor others, and learn the business beyond your team. Growth in any career comes from scope, results, and reputation. Take on work that is slightly uncomfortable, and make sure others can see the outcomes.