Who You Will Meet

---

Example Job Titles

Customer Service Strategy & Delivery

Director of Customer Services, Chief Customer Officer, Customer Operations Director

Customer Transformation & Innovation

Director of Customer Experience Transformation, Head of Customer Innovation

Digital Customer Engagement

Director of Digital Customer Experience, Chief Digital & Customer Officer

Vulnerability & Affordability Strategy

Director of Customer Inclusion, Head of Vulnerability Strategy

Revenue & Collections Oversight

Director of Revenue & Collections, Commercial Director – Household Retail

Customer Insights & Data Strategy

Head of Customer Intelligence, Director of Customer Insight

Customer Performance & Regulatory Engagement

Director of Customer Outcomes, Head of Customer Performance & Reporting

Customer Experience (CX) Ownership

CX Director, Director of Customer Journeys & Contact Strategy

Strategic Partnerships / Service Innovation

Director of Service Strategy & Partnerships, Innovation Director – Customer Ops

Contact Centre Governance

Director of Contact Operations, Director of Customer Contact & Resolution

Head of Complaints, Senior Customer Resolution Manager, Escalations Team Lead

Billing Operations Manager, Revenue Services Manager, Debt Recovery Lead

Vulnerability Services Manager, Social Tariff Programme Lead, Affordability Support Manager

Contact Centre Manager, Service Quality Lead, Customer Service Operations Manager

Digital CX Manager, Customer Journey Optimisation Lead, Channel Development Manager

Customer Communications Manager, Proactive Comms Lead, Campaign Delivery Manager

Customer Data Manager, CRM Configuration Lead, Data Integrity Analyst

Smart Meter Rollout Manager, Metering Operations Coordinator, Usage Dispute Manager

Customer Recovery Manager, Quality & Service Assurance Lead, Root Cause Analyst

Digital Inclusion Manager, Accessibility Specialist, Multilingual Support Coordinator

Field Service Leadership

Field Operations Manager – Customer Works, Field Delivery Manager

Smart Metering & Site Installations

Smart Metering Field Manager, Site Works Delivery Supervisor

Leakage & Network Response

Leakage Field Team Manager, Network Operations Supervisor

Customer-Facing Field Liaisons

Customer Field Services Lead, Customer Visit Supervisor

Planned & Reactive Maintenance (CX-linked)

Maintenance Response Coordinator, Street Works Manager

Customer Service Escalation (Field)

On-Site Customer Experience Lead, Field Customer Liaison Officer

Field Work Scheduling & Routing

Scheduling & Dispatch Manager, Work Order Routing Analyst

Metering Verification & Fault Resolution

Meter Technician Supervisor, Field Metering Troubleshooter

Priority Services Field Support

Vulnerable Customer Visit Coordinator, PSR Site Visit Manager

Field Service QA & Training

Field Quality Assurance Lead, Field Team Coaching Manage

Regulatory Readiness and Compliance Gap Assessment Consultancies

Complaint Prevention Framework Developers

Public Reputation Risk Monitoring for Utilities

Human Factors and Service Behaviour Design Agencies

CRM–Field–Billing Alignment Strategy Consultants

Internal CX Culture Change & Transformation Coaches

Systemic Service Failure Diagnostic Consultants

Performance-to-Complaint Causality Mapping Tools

Regulatory Evidence Reporting and CX Impact Trackers

Customer Engagement Audit Firms Specialised in Water Sector

AMP8 Delivery Advisors with Customer Transformation Focus

Complaint Resolution Systems & Case Management Platforms

New AI Tools & Digital Innovations 

Billing Dispute Prevention and Escalation Loopback Tools

Customer Relationship Management (CRM) Platforms for Utilities

Multi-Channel Contact Centre & IVR Solutions

Customer Journey Mapping and Service Design Consultancies

Vulnerability Identification, Flagging & Support Platforms

Affordability Assessment and Social Tariff Tools

Customer Data Cleansing & Master Record Validation Services

Proactive Customer Alerting Systems (Outage, Leakage, Billing)

Outage and Event Notification Integration Tools (CRM ↔ OMS)

Smart Billing Design and Communications Agencies

Digital Inclusion & Accessibility UX Specialists

Field Service Management Platforms Integrated with CRM/CX

Live Field-to-CRM Synchronisation Tools

Metering Event–to–Billing Workflow Solutions

Mobile Workforce Tools with Customer-Facing Integration

Post-Contact Survey and CX Feedback Systems

Sentiment Analysis & Complaints Theme Detection Engines

Customer Experience Governance and Delivery Frameworks

Complaint Audit, Benchmarking & Root-Cause Analysis Providers

Behavioural Messaging & Demand-Side Management Tools

Customer Trust Monitoring and Brand Legitimacy Tools

Customer Journey Ownership & SLA Alignment Consultants

Digital Self-Service Portals for Account Management and Support

Live Service Status Dashboards for Customers

Escalation Closeback and Complaint Resolution Looping Tools

Inclusive Billing Format Design and Language Testing Providers

Vulnerability Training & Workforce Enablement Programmes

Meter Trigger Analytics for Leak, Usage & Billing Exception Detection

Automated Complaint Deflection & Self-Resolution Tools

Customer Affordability Communications and Bill Explainer Tools

Outage Escalation Governance and Role-Clarity Frameworks

Complaint Volume Forecasting and Scenario Simulation Tools

Smart Metering Communication Platforms for Customer Engagement

Water Usage Insights and Customer Behaviour Nudging Interfaces

Eligibility Engine Software for Affordability Programmes

Contact Centre Performance Management and Speech Analytics

Customer Lifecycle Attribution & Satisfaction Drop-Off Mapping Tools

Water Consumption Comparison Tools ("Neighbour Benchmarking")

End-to-End Vulnerability Journey Mapping Agencies