Senior Associate (Customer Research Specialist)

Requirements of the role

We are looking for a Customer Research Specialist to join our Outcomes Team, at Senior Associate level. We need someone that can help understand the impacts on water customers of innovative approaches by water companies. The role will suit someone who is knowledgeable about research methods, has an eye for detail, feels confident critiquing research and who enjoys working at a fast pace.

Strong research and analytical skills are essential, including the ability to evaluate the quality of customer engagement, assess the validity of results, and consider their broader implications and application for policy development.

We are embracing change and will need you to be ready to support others. You will need to be keen to develop new skills in policy development, taking advantage of opportunities to develop, review, and enhance our current policies, then assist with the implementation of new ones.

Key deliverables:

In this role you will be expected to:

• Help water companies produce robust unbiased evidence on the impacts that different technologies of replacing water mains can have on water customers. To do this you will:

1. 1. Assess water company research methodologies and work collaboratively with companies to ensure approach a consistent with Ofwat’s standards for high quality research and engagement;
   2. Provide advice on the appropriate scale of trials that will build statistically valid results across a range of customer groups especially those that are vulnerable;
   3. Analyse the results, share key findings with the Outcomes Team, and offer policy design recommendations while highlighting any limitations.

•  Take the lead in interpreting customer research evidence from a range of sources, triangulating evidence and making recommendations on its reliability and use in informing Price Review policy.
• Manage the delivery of projects, including engaging with colleagues to understand requirements and scope as well as making recommendations on approaches, developing workplans, writing invitations to tender and managing procurement. Promote research findings and reports, making connections to the work of others.
• Work on wider projects with Ofwat’s Principal, Customer Insights, who is part of the customer policy team.
• Work on wider projects in the outcomes team applying transferable skills working with other team members.

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