Affinity Water have an exciting opportunity available and are recruiting for a Customer Transformation Lead - Smart Meters in our customer experience team.

The Role:

As a Customer Transformation Lead - Smart Meters, you will be accountable for shaping the vision against the strategic direction for end-to-end customer journeys including the design, performance and continual improvement.

You will help shape, design and deliver product features within your specialised area for a new billing platform and new operation model. Working closely with the Head of Experience Delivery and cross-functional teams, you will translate customer, operational and regulatory requirements into a clear target journey vision and supporting product capabilities, ensuring solutions align to end-to-end outcomes.

In addition, the role will manage two direct reports responsible for the existing Smart Metering programme, providing oversight of the current customer experience. This includes ensuring journeys, processes and communications are effectively managed and continuously improved, with alignment across operational delivery and performance insight used to drive improvement and manage risk.

What you'll be doing:

• Taking ownership of the to-be state and vision for Metering within a large transformation programme for both the customer experience and operating model.

• Lead the definition of the standards for the journey and service design.

• Use qualitative and quantitative insights to prioritise scope to provide customers and the business with the highest value vs effort.

• Act as the focal point for all teams contributing to the Metering future state, ensuring alignment across technology operations and customer experience.

• Manage the ongoing smart metering programme customer experience, small change.

• Ensure smart metering customer communication and behavioural change campaigns are aligned with Marketing & Communications.

What you'll need:

• Experience working in a change, transformation, service improvement or product delivery environment.

• Experience contributing to the design or improvement of customer journeys, services or operational processes.

• Demonstrable experience of engaging and influencing internal and external stakeholders.

• Ability to think strategically about customer journeys while remaining comfortable working within delivery teams.

• A strong customer focus, ensuring decisions balance customer needs, operational practicality and regulatory requirements.

Advert Closing Date: 23/6/26

Benefits:

• Salary: Up to £65,000 (dependant on skills and experience)

• Hours of work: 08:30am - 17:00pm (Mon - Thurs) 08:30am - 16:30pm (Friday) minimum 2 days in the office.

• Standby: 1 in 6 (Separate to salary)

• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.

• Entry into the company annual bonus scheme.

• Annual leave from 26-30 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

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.