Director of Insights

This role demands a unique blend of strategic data management, research leadership, and insight generation found across a diverse range of sectors and organisations.

The role holder will lead the transformation of CCW’s research and insight function, ensuring consumer perspectives and water company performance are not only gathered but translated into meaningful, actionable intelligence that shapes strategy and policy. Oversee the continued roll out, design and delivery of CCW’s research programme, including the new consumer panels, ensuring their insights directly inform decisions and drive sector-wide performance improvements.

Key duties, responsibilities & accountabilities

• Champion the use of insight at executive and board level, advocating for the consumer voice and ensuring it drives accountability and improvement across the water sector.
• Build and nurture a team focused on insight generation—developing analytical curiosity, critical thinking, and the ability to tell compelling stories from data.
• Ensure robust data management practices, including the collection, validation, and ethical use of data from multiple sources (e.g. complaints, operational performance, commissioned research).
• Oversee the integration of data analysis tools and reporting platforms (such as Power BI), ensuring data is accessible, reliable, and supports insight generation.
• Develop and embed frameworks and processes that prioritise the interpretation and application of research findings, ensuring insight is at the heart of CCW’s work.
• Foster a culture of evidence-based decision making, supporting colleagues across CCW to use insight in their day-to-day work.
• Drive innovation in how CCW listens to, learns from, and acts on consumer feedback—leveraging new research methodologies and engagement techniques.
• Act as a visible ambassador for CCW’s insight agenda, building strong relationships with stakeholders, regulators, and industry partners to amplify the impact of consumer perspectives.
• Ensure all insight and data activities are values-driven, ethical, and aligned with CCW’s mission to champion the interests of water consumers.

People management:

The Director, Insights will line manager 3 direct reports and the department will have a headcount of 11 in total.

Contacts and communication:

• Internal: Executive team member and the Board
• External: Water Companies, NGO’s, Government

Person specification

Skills and competencies

• Excellent leadership and management skills.
• Strong analytical and problem-solving abilities.
• Outstanding communication and interpersonal skills to quickly create and develop effective relationships at all levels of the organisation.
• Demonstrable ability to communicate new and complex ideas with clarity and conviction using emotional intelligence and empathy.
• Ability to build and maintain effective relationships with external partners.
• High level of integrity and professionalism.

Personal attributes

• Personal values aligned with CCW’s mission, values and leadership behaviours.
• Empathy and emotional intelligence.
• Highly motivated and enthusiastic.