Head of Demand Management Customer Experience · Hatfield ·

Affinity Water Limited; Hatfield; On-site; GBP 125,000 - 150,000; Full time

Job summary

A UK water services company is seeking a Head of Demand Management to lead its demand reduction strategy and drive sustainable behaviour changes across millions of customers. This strategic role involves managing a £25m budget and leading a team to implement innovative solutions for water savings. The ideal candidate will have extensive experience in programme delivery, regulatory environments, and a strong focus on customer engagement. Join this vital role in shaping the future of water sustainability in the UK.

Benefits

Competitive salary

Cash Car Allowance

Learning and development opportunities

Annual leave from 26‑30 days

A generous double match pension scheme

Enhanced family benefits

Access to Wellbeing Centre

Discounts on retail and medical insurance

Qualifications

• Strong supply chain management experience across large scaled programmes.
• Deep understanding of the metering market and regulatory landscape.
• Proven delivery of large, complex operational and customer-focused business plans.

Responsibilities

• Lead industry-leading demand management and smart metering programmes.
• Deliver key regulatory and performance commitments.
• Drive operational excellence and financial performance.

Skills

Strategic leadership

Customer focus

Regulatory compliance

Supplier management

Behaviour change

Job description

Shape the future of water sustainability

We’re looking for a bold, strategic senior leader to take ownership of how millions of customers use water – today and for generations to come.

The Role:

As Head of Demand Management, you’ll lead Affinity Water's demand reduction strategy, driving sustainable behaviour change across 1.5 million households and non-household customers.

You’ll design and deliver long-term water‑saving strategies powered by smart metering, digital innovation, tariff's and customer insight, ensuring real, measurable reductions in water use.

You’ll run a £25m annual budget and lead a high‑performing team of 50, working at the heart of the business alongside Customer Experience, Asset Management and Customer Delivery.

What you’ll be doing:

• Lead industry-leading demand management and smart metering programmes.
• Deliver key regulatory and performance commitments.
• Shape AMP8 and beyond with scalable, resilient service delivery models.
• Champion customer behaviour changes through innovation and insight.
• Represent Affinity Water with regulators and industry bodies (Ofwat, CWW, Water UK)
• Drive operational excellence, financial performance and supplier management.

Who you are:

• A credible, influential senior leader with strong customer focus.
• Experienced in large-scale programme delivery, regulation and performance management.
• Commercially astute with deep knowledge of demand management, metering or behaviour change.
• Collaborative, resilient and able to inspire teams at pace.

What you'll need:

• Thought leadership within complex, regulated environments.
• Strong supply chain management experience across large scaled programmes.
• Deep understanding of the metering market and regulatory landscape, ensuring statutory compliance.
• Proven delivery of large, complex operational and customer-focused business plans that hit demanding targets.

If you want to lead one of the UK water sector's most important sustainability challenges - this is your opportunity to make a lasting impact!

Benefits:

• Salary: Competitive.
• Hours of work: 08:30am - 17:00pm (Monday to Thursday), 08:30am - 16:30pm (Friday).
• Cash Car Allowance.
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 26‑30 rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

What is a disability?

A disability is a long‑term physical or mental health condition that has a substantial impact on someone’s day‑to‑day activities.

What if I need adjustments during the recruitment process?

Let the Talent Acquisition lead mentioned on the job advert know – they’ll be able to help you.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.