Customer & Stakeholder Insight Manager

**Who are we?**
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes_,_ keeping taps flowing and toilets flushing.?
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
**What will you be doing?**
We are looking for an experienced, dynamic **Customer & Stakeholder Insight Manager to join us on a 10-12 month Fixed Term Contract.**
You will play a key rolein analysing performance data for LIDO (London Infrastructure Delivery Office - Capital Delivery) and Identifying what information the data is providing with regard to complaints and commendations.
Key responsibilities will include
**Planning & Organisation**:

- Driving LIDO contractors and TW project teams on data, insight and action
- Responsibility for Identifying what measures need to be addressed and implementing improvements
- Help drive down complaints and increase commendations in target focussed areas
- Creating external stakeholder mapping and ensure regular updates take place ie Transport for London And Greater London Assembly
- Driving / co-ordinating external awards

**2. Leading and Managing**:

- Managing consistency and understanding across contract contractors and TW project teams
- Implementing shared learning with both the above
- Understanding and improving the internal journey
- Sharing what we do internally ie Yammer, Bluebytes, All Hand Calls

**3. Monitoring and Control**:

- Sharing and monitoring data with the CD Programme Management office
- Monthly updates on what the data is telling us
- Month by month measurement on root causes (complaints)
- Monthly report and presentation to LIDO office on data and what it is telling us and actions arising
- Close working relationship with the Local Government Team
- Gauging feedback from Operations

**What you will bring to the role?**:

- An excellent data analyst and interpreter
- First classinterpersonal skills with a strong track record of building internal and external relationships and strong customer focus driven
- Problem-solving skills within complex, high volume business issues
- Demonstrate adaptability, flexibility and patience to deliver challenging goals and to set and manage targets
- Track record of improving performance in people and process

**What’s in it for you?**
This is an exciting time to join Thames Water as we embark on our collaborative “turn-around” plan. This plan will ensure an ambitious, resilient, and sustainable wastewater service for future generations. Having the freedom to influence and inspire, is anenviable opportunity to make your mark and develop your career with ambitious, like-minded people.
Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner.If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements and a wider benefits scheme including our benefits hub, which is packedfull of offers and information to save you money and support your wellbeing.
Find out more about working at Thames Water.
We deliver life's essential service so our customers, communities and the environment can thrive. This means, that when a crisis happens, we all rally around to support our customers. As part of your role, you’ll be required to participate in a rota to provideCustomer Incident Support, as requested by the Company from time to time. This may be by supporting our customers on the frontline as an Ambassador or being part of the team managing the incident as a Control Tower Lead. This is incredibly rewarding, and you’llbe given full training - it’s also a great opportunity to learn more about our business and meet colleagues.