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Posted Date:  9 Oct 2025
Posting End Date:  £67,000
Location:  Coventry
Company:  Severn Trent Water
Department:  Strategy & Regulation
Salary (£):  £57,000

Outcomes Manager

 

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

 

EVERYTHING YOU NEED TO KNOW

 

We’re now looking for an Outcomes manager - Customer Insight Lead to guide our customer research journey as we prepare for the next water sector price review, PR29. This is a unique opportunity to shape how we listen to and learn from our customers, helping us understand what matters most to them – from long-term strategy and infrastructure investments to affordability and service improvements.

You’ll be heading up a small, friendly and collaborative team within our Economic Regulation function, playing a key role in shaping our business plans for both Severn Trent and our Welsh company, Hafren Dyfrdwy.

 

What You’ll Be Doing

  • Leading with purpose: You’ll manage our customer insights team, delivering high-quality research that informs our PR29 business plans and supports submissions to Ofwat.
  • Collaborating across the business: You’ll work closely with internal teams and external stakeholders to design and embed a robust programme of customer engagement.
  • Driving meaningful research: From quantitative surveys to qualitative workshops, you’ll oversee a wide range of research projects, ensuring they meet high standards and deliver actionable insights.
  • Shaping our story: You’ll own the customer engagement chapters of our business plans and support other teams with insight for strategic planning.
  • Championing customer voices: You’ll present findings to our Independent Challenge Group, respond to Ofwat consultations, and help ensure our plans reflect what our customers truly value.
  • Supporting and mentoring: You’ll coach and develop team members, helping them grow their skills and confidence in customer research.

 

You'll be based at our Severn Trent Centre in Coventry. With this being such a critical role, we’re looking for someone who can join us 37 hours a week.

 

HOW WE WORK

 

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive but also understand the flexibility working from home can bring. So, you'll usually find us in the office, but working from home is supported, when you need it.

 

WHAT WE’RE LOOKING FOR

 

We’re looking for someone who’s passionate about understanding people and turning insights into impact. You’ll bring:

 

Essential experience:

 

  • Strong knowledge of research methodologies and how to apply them effectively.
  • Hands-on experience with both quantitative and qualitative research, including managing external suppliers.
  • Excellent writing skills and attention to detail.
  • Confidence in presenting to a range of audiences.
  • Familiarity with GDPR and data protection in a research context.

 

Desirable experience:

 

  • Experience with tools like Qualtrics and Microsoft Forms.
  • Running tracker surveys and online research communities.
  • Moderating focus groups and producing engaging stimulus materials.
  • Understanding of regulated industries.

 

Skills That Set You Apart

 

  • Clear and confident communication – both written and verbal.
  • Strong time management and the ability to work independently.
  • A curious mindset and drive for continuous improvement.
  • Proficiency in Microsoft Office and a good grasp of statistical principles.
  • Degree-level education in any subject.
  • Ideally, an MRS Advanced Certificate or Diploma in Market and Social Research Practice.
  • Relevant experience in market or social research.

 

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

 

HOW WE’LL REWARD AND CARE FOR YOU

 

It’s not just a job you’ll get here, you’ll get a career too.

We have a range of benefits that reward and recognise great work and award-winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live.  

 

Here’s some of our favourites:  

  • 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
  • Annual bonus scheme (of up to £2,250 per annum based on company performance)
  • Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
  • Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
  • Dedicated training and development with our ‘Academy’
  • Electric vehicle scheme and retail offers
  • Family friendly policies
  • Two volunteer days per year

 

LET’S GO

 

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails. 

Apply now »