Digital Customer Strategy & Data Manager

About the Role

Customer Digital Experience Lead to shape the future of our digital customer experience at Yorkshire Water.

Location & Working Arrangements

Initially based in Bradford, moving to Leeds Valley Park in summer 2026. Hybrid working will be in place.

Employment Details

Permanent opportunity, full time, 37 hours per week, Monday – Friday.

What You’ll Be Doing

• Shape and champion a clear digital experience vision rooted in customer needs.
• Translate customer pain points, research and journey insights into a prioritised roadmap that improves experience, accessibility and engagement.

Cross Functional Leadership

• Bring teams together across operations, people, digital, IT, comms and regulatory to deliver joined up customer journeys.
• Facilitate workshops, build alignment, and influence people at all levels to keep customer experience at the centre of decisions.
• Ensure digital investments are grounded in customer value, not technology led thinking – leading to clear improved customer outcomes & benefits.
• Use data, research, feedback and analytics to understand customer behaviour and identify opportunities for improvement.
• Develop clear, meaningful measures of digital experience performance and track progress.

Digital Experience Delivery

• Lead improvements across key digital touchpoints including web, app, CRM enabled journeys, proactive notifications and self service tools.
• Champion accessibility, inclusivity, trust and transparency in all digital experiences.
• Support digital teams and product owners to ensure journeys are simple, clear and easy for customers to use.

Data Governance & Responsible Use

• Oversee customer data governance principles.
• Ensure data is used in a safe, compliant, ethical and customer friendly way.

Engagement & Communication

• Provide confident, clear storytelling to executive teams and the Board – making complex issues simple and actionable.
• Build strong networks across the business and act as a trusted adviser on customer needs.

Qualifications and Skills

• A strong background in customer experience, digital customer journeys, service design or customer strategy.
• Natural curiosity about customers – what they value, how they behave and what makes experiences feel easy.
• Proven ability to influence, challenge and bring others on the journey.
• Experience leading cross functional initiatives from idea to delivery.
• Excellent communication and storytelling skills, able to speak confidently with non technical audiences.
• Comfortable working with insight, analytics and behaviour data to shape decisions (without being a data specialist).
• Highly organised, proactive and focused on outcomes.

Desirable

• Experience within utilities, regulated sectors or large service organisations.
• Understanding of accessibility standards, web optimisation or customer facing digital platforms.
• Familiarity with CRM supported journeys, contact strategies or multi channel service design.
• Awareness of water industry regulations and digital service obligations.

Benefits

• A company car allowance scheme (£6000 per year).
• Annual incentive related bonus (up to 15% of annual salary for the 2026/2027 performance year).
• Private health care (self only).
• Attractive pension scheme (up to 12% company contribution).
• Life assurance cover of 4 times pensionable salary.
• 25 days annual leave plus bank holidays – plus an extra wellness day.
• Health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme.
• Online GP service, cycle to work scheme, gym membership discounts and many more.

Equal Opportunities

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

#J-18808-Ljbffr…