Senior Programme Manager – Customer Transformation

Affinity Water

Lead Customer Experience transformation at Affinity Water, overseeing a multi-year program affecting 3.85M customers and delivering lasting change.

Posted 5/9/2026full-timeHatfield • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Own end-to-end delivery of the Customer Transformation Phase 2 programme
Lead a programme structure of up to 20+ colleagues (internal and external), evolving across delivery stages
Oversee replacement of core billing and debt management systems and integration with CRM, digital channels, and contact centre technologies
Design and embed a future-ready Customer Experience operating model
Manage phased migrations including build, data migration, UAT and cutover
Support procurement and ongoing oversight of a Systems Integrator
Own a multi-million-pound budget with rigorous forecasting, benefits tracking and governance compliance
Engage regularly with Executive leadership and provide strategic oversight reporting to Board representatives
Translate complex technical and data concepts into clear, compelling narratives for senior stakeholders

Requirements

What you’ll need

5+ years’ senior programme leadership experience delivering large-scale technology and business change initiatives
Proven end-to-end delivery of enterprise systems platform transformation
Experience leading cross-directorate change at scale, driving alignment across complex organisations
Strong Systems Integrator and multi-vendor management expertise, including commercial oversight
Deep knowledge of data migration, reconciliation and phased cutover strategies
Demonstrated benefits realisation, including measurable improvements such as cost-to-serve reduction, bad debt optimisation and customer experience uplift
Confidence operating in hybrid delivery environments, blending Agile-at-scale with robust governance controls
Executive-level stakeholder engagement capability, with the credibility to influence at Board level.
Experience within utilities, financial services, telecoms or the public sector is highly desirable.
Professional certifications such as PRINCE2, APM, SAFe, Lean/Six Sigma or PROSCI are advantageous — however, proven delivery experience and impact are valued more highly than formal qualifications.

Benefits

Comp & perks

Car cash 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.

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Hard Skills & Tools

programme leadershipenterprise systems platform transformationdata migrationreconciliationphased cutover strategiesbenefits realisationAgile-at-scalegovernance controlsbudget managementprocurement oversight

Soft Skills

strategic oversightstakeholder engagementinfluencecommunicationcollaborationleadershipproblem-solvingnarrative translationalignment drivingcredibility

Certifications

PRINCE2APMSAFeLean/Six SigmaPROSCI