Danielle Emerson – Customer Research and Engagement Lead

What does a typical day look like? What does you current role involve?

My role involves understanding customer data through analysing research. We report on our interaction with customers on a daily basis, but my role also involves long term stakeholder research, working with external companies to design and implement these research pieces. As a team we work to ensure that the right tools are in place to continually improve the ways in which we communicate with our customers.

What attributes does someone need to have in order to be really successful in this position?

Being adaptable and able to communicate with customers and colleagues is important within my role. I regularly work with external organisations so building good working relationships with key partners is crucial to understanding potential issues and mitigating these. You also need to be empathetic and understand situations from multiple point of view, in order to improve the customer experience.

What are the biggest challenges that someone in this position would face?

Working to tight deadlines with external organisations can be challenging, along with managing expectations both internally and externally.

What is the company and team culture like?

The organisation is always looking for new innovative ideas and ways of improving the service we offer. We have lots of new starters and it is a really interesting time to be a part of the company.

How would you describe the work environment here?

The offices are really new and open plan, we have great meeting rooms and the building is light and airy.

Why did you choose to work for Bristol Water?

I had attended University in Bristol and gained experience working at Portsmouth Water as part of my dissertation. The position at Bristol Water seems like a great fit for me.

What keeps you motivated within your position?

Understanding what is expected of me through good line management means that I am able to manage my time and break tasks into smaller realistic goals. Always working to try and improve the experience for our customers through greater understanding.

What advice would you give to someone considering joining Bristol Water?

Get to know as much about the different teams within the business as you can. When I started I took part in job swaps where I was able to spend time with our Network team, leaving me with further understanding of the department and how their work impacts our customers.

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