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Job Description

Head of Customer Behavioural Change

This is a newly created role and a hugely important one for us to achieve key operational targets. Water consumption in our supply area of the South East is some of the highest in the country, yet we receive the lowest rainfall. Reducing consumption to leave more water in the environment is essential.

As the Head of Customer Behavioural Change, you'll lead and define the strategy for meeting the Per Capita Consumption (PCC) Target (Average Water Use business target) in Asset Management Period 6 (AMP) and ensure we are setup to best deliver in AMP7. The AMP is the water industries 5-year business planning cycle, as regulated by Ofwat.

You will ensure all activity to reduce PCC is aligned, effective, delivers on business targets and is within budget. This includes Community Engagement, Asset Strategy, Communications, water Meter Reading and IT deliverables to enable meeting of the PCC target

The Head of Customer Behavioural Change must ensure, through the management of their team that all data outputs are correct and recorded and business cases are created for all initiatives demonstrating and achieving a return on investment.

A key element of the Head of Customer Behavioural Change role is to effectively communicate with both internal (including attending Customer Challenge Group meetings as required) and external stakeholders including representation at Waterwise and other applicable third parties.

This is a great opportunity for someone from a marketing background who really understand consumer behaviour and how to engage with them to change things. It's quite a unique position in that we are actually asking our customers to use less of the product we supply!

This is a great opportunity to help shape and drive consumer behaviour for Affinity Water.

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