Pennon Group
Head of Voice of the Customer
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Powered by Water, Driven by Purpose
South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
Head of Voice of the Customer
Put the customer at the heart of every decision.
We're looking for an experienced and strategic leader to shape and drive our Voice of the Customer (VoC) and Consumer Involvement agenda. This is a high-impact role that will ensure customer insight is embedded across our organisation, influencing business strategy, investment decisions, performance and regulatory outcomes.
You will lead the development of a customer-centric operating model, creating a single, trusted view of the customer and ensuring customer feedback, insight and lived experiences inform decision-making at every level.
This is an exciting opportunity to influence organisational strategy, drive meaningful change and build a culture where the customer voice is at the centre of everything we do.
What you'll be doing
- Lead and deliver our enterprise-wide Voice of the Customer strategy.
- Establish customer insight as a core business capability, influencing strategic and operational decision-making.
- Own and lead our Consumer Involvement approach, ensuring customer voices are demonstrably embedded in key business decisions and regulatory commitments.
- Develop a single, integrated view of the customer by combining research, behavioural data, operational performance metrics and customer feedback.
- Partner with senior leaders and executives to shape strategy, transformation programmes and performance improvement initiatives.
- Create insight frameworks that clearly demonstrate how customer feedback influences service improvements, investment decisions and business priorities.
- Drive the transition from reactive reporting to proactive, strategic insight leadership.
- Lead, develop and inspire a high-performing Voice of the Customer and Performance team.
- Influence organisational culture, promoting evidence-based and customer-led decision-making across the business.
- Present compelling customer narratives and insights that influence Executive and Board-level discussions.
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About you
You'll be a highly credible leader with the ability to influence at senior levels and drive lasting organisational change.
You'll bring:
- Proven experience in Voice of the Customer, Customer Insight, Consumer Involvement, Strategy or related leadership roles.
- A proven track record of embedding customer-centric approaches and VoC frameworks across large organisations.
- Experience operating within a regulated environment, with strong understanding of Consumer Involvement and regulatory expectations.
- Demonstrable success influencing senior leadership teams and shaping strategic direction.
- Experience bringing together multiple data sources to create meaningful and actionable customer insight.
- Strong experience developing and leading multidisciplinary insight, customer experience or VoC teams.
- Expertise in qualitative and quantitative research methodologies, customer insight and behavioural analysis.
- Experience using customer insight and analytics platforms such as Qualtrics, Power BI or similar.
- Strong commercial awareness and the ability to link customer insight directly to business performance and customer outcomes.
- Degree-level qualification or equivalent relevant experience.
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Ready to make a difference? Join us as our Head of Voice of the Customer and help create a workplace where people thrive.
We believe in rewarding our people for their hard work and dedication. As our Head of Voice of the Customer, you'll enjoy:
- Competitive Salary – Reflective of your skills, experience, and expertise.
- Company Car or Car Allowance – Supporting you in your role.
- Annual Bonus Scheme – Rewarding business and individual performance.
- Pension Scheme – Helping you plan and save for the future.
- Flexible Working Options – We support work-life balance through flexible and hybrid working arrangements where possible.
- Employee Assistance Programme – Providing confidential support for your wellbeing.
- Employee Discounts – Access to exclusive discounts on a range of products and services.
- Generous Annual Leave – Giving you time to rest, recharge, and spend time doing what matters most.
Closing Date: 25th September 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values, which are essential to our success, are:
- Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
- Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
- Be the Future - Embrace change. Drive Progress. Own the challenge.
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