Head of Customer Transformation

Job Title: Head of Customer Transformation

Location: Hybrid working between our Head Office in Worthing (2-3 days pw) and remote working.

Contract Type: Permanent

Hours: 37 hours per week, Monday - Friday

Salary: Competitive salary commensurate with experience + £500 monthly car allowance, single PMI, and up to 20% bonus

Job Overview

Southern Water is on a bold transformation journey to deliver improved operational and financial performance for customers, stakeholders, and regulators. We're seeking an exceptional leader to take on the role of Head of Customer Transformation, a critical position driving change across our customer directorate.

This role will lead the coordination and delivery of transformation plans across billing, operational customer services, communications, digital channels, and community engagement.

You will oversee 5 particularly high-profile programmes ensuring they are set up for success and aligned with our strategic objectives:

• People Transformation – building capability and culture across the customer directorate.
• Demand Reduction – reducing inbound contact through proactive solutions and process improvements.
• Digital Suite of Products – delivering innovative digital tools and experiences for customers.
• Debt Reduction – implementing strategies to improve collections and customer affordability.
• Contractual Programmes to Reduce Cost – driving efficiencies through supplier and partner agreements.

This includes creating business cases, building programme teams, securing investment, managing risks and dependencies, ensuring robust governance and reporting, and championing customer-centric change to deliver operational improvements, cost efficiencies, and enhanced customer experience. You will also have the opportunity to build high performing programme teams to deliver these initiatives effectively.

About You

We're looking for a strategic, commercially astute leader with:

• Proven success in programme management within complex delivery environments, ideally in customer service.
• Strong leadership skills and experience managing teams in a matrix structure.
• Excellent stakeholder engagement and influencing capabilities.
• Deep understanding of change management and human factors.
• Knowledge of regulated utilities and insight into smart metering, CRM, and billing.
• Outstanding communication skills and ability to present at all levels..

Package

This role will be full time Monday to Friday with a hybrid approach to working between our Head Office in Worthing and home.

We are offering a competitive salary dependent on skills and experience as well as other benefits including:

• Company and performance-related bonus

• Generous pension with up to 11% company contribution

• Life assurance payment equal to four times your annual salary

• Health benefits through a Cash Plan

• Two paid community volunteering days a year

• 25 days annual holiday

• Occupational health service

• Retail platform offering discounts and savings on several products and experiences

• Study support may be available for job-related qualifications

• We offer competitive maternity, paternity and parental leave and flexible return to work options

Join Southern Water and see how far your career could progress with a company committed to career progression, training and development opportunities, our customers and the environment.

Why Southern Water?

Southern Water is at the forefront of transforming Britain's water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for , this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and drive long-term value creation.

At Southern Water, diversity and inclusion are core values. We actively encourage applications from all backgrounds and are committed to fostering an environment where every individual is empowered to succeed.

This is more than a role; it's an opportunity to lead, innovate, and make a lasting impact. Apply now to be part of our transformational journey.