Director of Customer Policy and Insights

Requirements of the role

We have an opportunity for a Director of Customer Policy and Insights to join our Customer Policy Team within Casework, Enforcement & Customers Directorate.

The Directorate plays a key part in Ofwat’s role as an activist regulator, driving up performance across the water sector and building trust between customers and their water company.

We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales.

You can find out more about why you should join Ofwat, our strategy, values and our framework for success in the attached Information for Candidates Pack.

Job description
The Role

You will be one of three Directors responsible for supporting the Senior Director in ensuring the Casework, Enforcement and Customers directorate delivers on Ofwat’s strategic priorities of performance and delivery.

This is an exciting role where your focus will be on putting Ofwat’s consumer focused policy thinking at the heart of Ofwat’s work to drive up trust across the water sector to ensure that companies have their customers at the heart of their business. You will drive engagement with key internal and external audiences including consumer stakeholders, communication, government engagement, Price Review and enforcement colleagues.

As part of your role, you will lead the team, in further developing our strategies around research, affordability, financial and non-financial vulnerability, and compliance with customer focused rules to ensure customers get the service they expect and deserve form their water company.

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