Customer Experience Analyst (Wastewater)
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Position Overview & Specifications
About the role
Customer Experience Analyst (Wastewater)
Full Time
Permanent
Salary - £31,903 to £39,879
Location – Leat House, Washington
About the role
Northumbrian Water has recently secured number one spot for customer service in the water industry through the regulators customer experience measure, CMeX.
We know there is a huge amount of talent in the diverse communities we serve, and enabling Northumbrian Water to maintain top spot requires a diverse workforce.
We are wanting to appoint a truly customer focused individual, who can get into the detail of data, is able to transform data into a captivating story, is able to positively influence those around them and can be an inspirational leader of a team.
Reporting into our Flooding Operations Manager you’ll be working across the Wastewater Networks team and wider Wastewater directorate to create and continuously develop our CMeX performance plans. You’ll be coordinating and driving the Wastewater CMeX wave reviews whilst working with broad sets of data to understand the core drivers of customer behaviour and action. We’ll be looking to you to identify and document trend analysis to make positive changes for our customers.
You’ll develop and deliver effective communications which influence our internal and external teams to deliver unrivalled customer service and aim to ensure we continuously improve.
You will support, inspire and manage a team of Operations Support Assistants to enable them to maintain the already high standards of service they provide to internal teams. You will support their role and their ability to hit targets, as their performance is critical to our overall departmental success and business goals.
About you
We’re ideally looking for you to have experience of working in a customer focussed environment and a proven track record in effective data analysis, trend identification and making conclusive recommendations. You’ll be innovative, and able to look for, recommend and deliver improvements to ways of working.
You’ll have demonstrable experience of producing and presenting detailed and accurate reports, always tailoring these so they are suitable for the audience, along with effectively communicating and influencing different internal stakeholder teams.
We’re looking for you to have experience of recognising best practice from others and identifying opportunities to improve customer service within our directorate. As the stakeholders for this role are based in multiple geographic locations, you’ll need to have the ability to travel to different sites in order to work cross functionally.
Here at Northumbrian Water, Diversity, Inclusion and Equity means bringing your full self to work. We encourage and welcome applications from all underrepresented groups, as we believe and strive for community representation within all our teams, structures and organisation
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.Customer Focused
We aim to exceed the expectations of our internal and external customers.Innovative
We continuously strive for innovative and better ways to deliver our business.One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Energy & Utilities
Based on transatlantic hiring benchmarks for Customer Experience Analyst (Wastewater) roles across Northumbrian Water/Essex & Suffolk Water's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Energy & Utilities.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £39,879 - £39,879 bracket, including retirement vesting and health parity.
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