Customer Behaviour Change Lead

We're recruiting a Customer Behaviour Change Lead to join our Customer Communications Team, part of our Customer Experience Department, on a fixed-term basis to cover maternity leave.

This is a fantastic opportunity to play a leading role in shaping how we help customers take the right actions at the right time and improve the overall customer experience.

What you'll be doing

As Customer Behaviour Change Lead, you'll be responsible for developing and embedding behaviour change thinking across proactive and operational customer journeys.

Keeping customers at the heart of everything you do, you'll use behavioural insights, customer research and data to design, test and improve communications and interventions that make it easier for customers to engage with us and embed sustainable habits and behaviours.

You'll:

• Build and drive a behaviour change programme that supports multiple initiatives such as water efficiency, billing and consumption, smart usage, digital self-serve and internal change programmes
• Review, test and improve customer journeys and communications across channels including contact centre, web, email, SMS, digital platforms, field and offline communications
• Work closely with colleagues across Customer Experience, Customer Communications, Operations, Digital, Corporate Affairs and Insight to identify behavioural barriers and opportunities
• Apply behavioural science, nudge theory and experimentation to create interventions that improve customer experience and drive business performance.
• Use insight and evidence to challenge constructively, helping teams think differently about how customer behaviour drives outcomes
• Evaluate effectiveness, measure impact, and build case studies that demonstrate what works and why
• Position the team as trusted experts in designing and delivering customer experience and behaviour change interventions

This role blends strategic thinking with hands-on delivery and is ideal for someone who enjoys working across complex organisations to turn insight into action.

Do you have experience in Continuous improvement?, We're looking for an established behaviour change professional who is confident working at pace and across organisational boundaries.

You'll bring:

• A background in behavioural science, Consumer psychology (or any similar psychology fields)
• A strong understanding of customer communications and behaviour change
• Experience shaping and delivering programmes or campaigns in complex or regulated environments
• Excellent communication skills, with the ability to translate insight into clear, compelling customer messaging
• Experience of project or campaign management, and designing trials from planning through to evaluation
• Strong analytical and planning skills, with a focus on continuous improvement
• The confidence to challenge constructively and influence senior stakeholders
• An ability to quickly build effective working relationships across multiple teams
• Experience within the utilities or wider service sector (desirable)
• Experience using customer data, insight or CRM systems such as Salesforce (desirable)

Most importantly, you'll bring curiosity, creativity, and a passion for improving customer outcomes through smarter communication and behaviour-led design.

Pulled from the full job description

• Annual leave
• Company pension, We invest in our people - as a valued employee, you'll be entitled to:
• Personal private health care
• Generous double match pension - contribute 7% and Anglian Water will contribute 14%, giving a total contribution of 21%
• 24-hour Virtual GP service for you and your household
• 25 days annual leave - rising with length of service and the ability to buy more
• Life assurance (up to 8 x salary)
• Personal accident cover (up to 5 x salary)
• Excellent family friendly policies, such as 26 weeks full pay for maternity / adoption leave, as well as 4 weeks paid paternity / partner leave. Opportunity for shared parental pay
• Bonus scheme
• Flexible benefits and working culture to support your wellbeing and lifestyle.

Anglian Water offers a flexible approach to working from our offices or home with an average of 2 days a week in the office, depending on business need.