Customer Experience Specialist

Join Anglian Water’s @one Alliance as a Customer Experience Specialist!  

Join the @one Alliance, a collaboration of eight industry-leading companies (Anglian Water, Balfour Beatty, Barhale, Binnies, MMB, MWH Treatment, Skanska, and SWECO) delivering over half of Anglian Water’s capital investment programme. With AMP8 ahead, we’re gearing up for our biggest challenge yet—delivering an ambitious programme of projects that will shape the future of water infrastructure.

Are you passionate about delivering exceptional customer experiences and making a real difference in local communities? Do you thrive in a dynamic environment where you can influence key decisions and drive positive change? If so, we have an exciting opportunity for you!

As a Customer Experience Specialist, you’ll play a vital role in ensuring that Anglian Water’s projects are delivered with customer needs at the forefront. Working closely with internal teams, local communities, and key external stakeholders, you’ll help shape and enhance customer engagement while driving social value initiatives.

✅ What You’ll Be Doing:

✔ Stakeholder Management: Build and maintain strong relationships with senior project managers, construction managers, and site teams to ensure customer considerations are embedded at every stage of project delivery.
✔ External Engagement: Engage with elected officials, transport agencies, and community groups to promote transparency and proactive communication.
✔ Customer Advocacy: Act as the voice of the customer, influencing decisions to improve the Customer Measure of Experience (CMEX).
✔ First Point of Contact & Resolution: Handle customer enquiries and complaints with a focus on achieving first-time resolution and a high standard of service.
✔ Data Analysis & Insight: Analyse customer feedback, identify trends, and present actionable insights to internal teams to drive continuous improvement.
✔ Engagement Strategy: Develop and execute engagement plans that effectively communicate key messages and enhance customer understanding.
✔ Social Value & CSR: Identify opportunities to deliver meaningful community benefits and corporate social responsibility initiatives.
✔ Communication & Storytelling: Confidently share project updates and key messages through traditional and digital channels, ensuring customers stay informed.

 What We’re Looking For:

🔹 Strong relationship management and stakeholder engagement skills.
🔹 Analytical mindset with the ability to interpret and present complex data.
🔹 Excellent communication skills, both written and verbal.
🔹 Strategic thinker with the confidence to challenge and influence decision-making.
🔹 Experience in customer engagement, community relations, or a similar role.
🔹 Passionate about enhancing customer experience and delivering social value.
🔹 Full driving license and willingness to travel across the region

 Location: Hybrid – East Anglia Region

 Apply today and help us create a lasting impact for our customers and communities!

Closing date: 28 April 2025