Hybrid – Warrington, Lingley Mere (3 days per week onsite)
Salary: Competitive package (details available on request)
Band: 2
Reports to: Customer & Technology Director
Dotted line: Director of Regulation
Business Area: Customer
Shaping the future of retail regulation for a stronger, greener, healthier North West.
At United Utilities, we’re here to provide great water and more for the communities we serve. As the regulatory landscape evolves at pace, we’re strengthening our leadership in retail regulation to make sure our customers’ voices are heard, our services remain resilient, and our long term plans must stand up to the highest levels of regulatory review.
We’re looking for a Retail Regulation Manager who can combine strategic influence with hands‑on delivery, someone who can confidently represent UU at the highest levels while also shaping the detail of a major high impact business plan. This is a pivotal role at the heart of our customer strategy, price review development and future market design.
Role Purpose
The Retail Regulation Manager provides enterprise‑wide leadership on retail regulatory strategy, price review development and compliance. You’ll help shape United Utilities’ position in a rapidly changing regulatory environment, lead the Customer function’s contribution to PR24/PR29 and future reviews, and ensure we remain fully compliant across all customer facing activities.
You’ll be UU’s senior retail regulatory voice with Ofwat, Government and industry bodies influencing policy, guiding senior leaders and ensuring our plans reflect the needs and expectations of the customers we serve.
Key Accountabilities
Strategic Leadership & Influence
- Set the strategic direction for retail regulation, price review positioning and compliance across the Customer function, aligned to corporate strategy and AMP8/AMP9 ambitions.
- Act as UU’s senior voice on retail regulatory reform, influencing Ofwat, Government and industry groups to secure outcomes that support customers and long term resilience.
- Provide authoritative insight to the Executive on regulatory risk, opportunities and emerging policy, preparing the business for future scenarios including potential household retail competition.
- Lead the development and authorship of the Customer function’s price review submission ensuring it is evidence rich, financially robust and grounded in customer needs.
- Shape the retail strategy within the wider business plan, clearly articulating service, affordability, debt, cash collection and customer experience outcomes.
- Manage the end‑to‑end domestic customer plan for the price review, ensuring delivery to time, cost and quality.
- Commission and manage external expertise to strengthen credibility and technical depth.
Regulatory Reform & Market Design
- Lead UU’s strategic response to retail market reform, ensuring our position is clear, compelling and influential.
- Develop engagement strategies for Ofwat, Defra and other regulatory bodies, ensuring UU’s voice is recognised in the evolution of retail price controls and market frameworks.
- Represent UU at WaterVoice, Independent Challenge Groups and other external forums as a senior ambassador for customer interests.
Regulatory Compliance & Assurance
- Ensure the Customer function meets all regulatory obligations, delivering high‑quality reporting, assurance and evidence to external bodies.
- Drive continuous improvement in regulatory compliance, embedding strong governance and performance insight across customer operations.
- Provide expert challenge and assurance to internal change programmes to protect customer outcomes.
Leadership Across the Customer Function
- Build and lead a high‑performing Customer Regulation capability, developing skills and confidence across the organisation.
- Lead virtual teams across Customer, Finance, Environment Planning & Innovation and Regulation to deliver complex cross‑functional programmes.
- Foster a culture of collaboration, evidence‑based decision making and customer advocacy.
Skills, Experience & Qualifications
- Degree educated or equivalent professional experience.
- Proven strategic thinker able to translate complex regulatory frameworks into actionable business strategies.
- Deep understanding of the UK regulatory environment, ideally within water, energy or other regulated utilities.
- Highly numerate with strong commercial acumen and understanding of tariffs, pricing and affordability.
- Exceptional written and verbal communication skills, with the ability to influence senior leaders and external stakeholders.
- Experience leading complex, multi‑stakeholder programmes, ideally including price review or equivalent regulatory submissions.
- Strong stakeholder management skills with the gravitas to operate credibly at senior and Board level.
- Experience working in environments with significant regulatory scrutiny and public accountability.
- Ability to lead without direct authority, motivating virtual teams and building capability.
- Customer‑centric mindset with a commitment to continuous improvement and innovation.
Role Context & Scope
- Leads UU’s retail regulatory strategy for a multi‑billion‑pound retail cost base.
- Operates with significant autonomy, including direct engagement with Ofwat, Defra, WaterVoice and the Independent Challenge Group.
- Works closely with the Customer & Technology Director, with independent access to senior executives including the CEO.
- No direct reports initially, but responsible for building a flexible regulatory capability and leading virtual teams during price review peaks.
- Requires a blend of strategic leadership, technical regulatory expertise and hands‑on delivery including direct authorship of key regulatory submissions.
Benefits Package
You’ll be part of a purpose‑led organisation committed to environmental stewardship, community impact and continuous improvement. You’ll also enjoy an excellent benefits package, including:
- 26 days’ holiday rising to 30 with service, plus bank holidays
- Senior Leadership Bonus
- Up to 14% employer pension contribution (21% combined)
- Company‑funded healthcare plan & private medical
- Gym discounts, EV car scheme, ShareBuy and flexible benefits
- Enhanced family friendly policies
- Mental health first aiders and employee assistance support
We’re committed to building an inclusive workplace that reflects the communities we serve. If you need adjustments during the recruitment process, we’ll support you.
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