Regulatory & Customer Reporting Analyst

Do you have a strong understanding of regulatory frameworks and the ability to turn them into operational performance improvements? Join us as a Regulatory & Customer Reporting Analyst and become the voice that ensures compliance drives better customer outcomes.

This role sits at the heart of our service organisation, bringing together regulatory requirements, customer insight, and data analysis to influence how we operate and improve. You’ll help us meet our obligations, protect customers, and identify where change is needed.

What you’ll be doing as a Regulatory & Customer Reporting Analyst
As a Regulatory & Customer Reporting Analyst, you’ll provide critical analysis and reporting that ensures both regulatory compliance and operational performance excellence. Your insights will guide senior leaders, influence decisions, and shape the way we deliver service.

• Regulatory & Compliance Reporting – Act as a subject matter expert, ensuring all reporting meets regulatory standards and highlighting risks or gaps.
• Performance Insight – Connect compliance requirements to day-to-day operations, showing how regulatory frameworks directly impact performance and service outcomes.
• Customer Voice – Analyse customer behaviour and feedback, especially in challenging industries, to inform strategy and improve processes.
• Data & Reporting – Manipulate and interpret operational data using MS Office and Power BI, creating reports that turn complex information into actionable insight.
• Stakeholder Influence – Build trusted relationships across internal teams and external partners, ensuring regulatory and customer insights drive real change.
• Continuous Improvement – Use data and compliance insights to identify broken processes, skills gaps, and opportunities to improve performance.

Base location Swindon/Hybrid
Working pattern or hours – Full time

What you should bring to the role
We’re looking for someone who can bridge the gap between regulation, data, and customer outcomes.

• A strong understanding of regulatory frameworks, with the ability to apply them to performance management and compliance improvement.
• Excellent data manipulation and interpretation skills, with advanced ability in MS Office and ideally Power BI.
• Proven stakeholder management skills, confident in working with managers, colleagues, and external regulators.
• An understanding of customer behaviour and voice of the customer, with experience using these insights to drive performance improvement.
• Strong analytical and problem-solving skills, with the ability to translate data into meaningful stories and clear recommendations.

What’s Essential Technical Skills & Qualifications

• Regulatory frameworks expertise (water or other regulated industries preferred).
• Advanced MS Office (Excel, PowerPoint, Word).
• Experience with Power BI and/or SQL (or willingness to develop).

What’s in it for you?

• Competitive salary from £42,900 - £50,000 per annum dependent on experience
• Annual leave: 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays).
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.