for Wessex Water (Customer Challenge Group)

Wessex Water’s Customer Challenge Group (CCG) is an independent panel that sits at the centre of how the organisation engages with its customers. Its key role is to:

Monitor and report on Wessex Water’s delivery of all aspects of the final regulatory settlement from the perspective of its customers, including scrutinising and assessing its delivery against its outcomes and measures of success.
Provide advice and challenge the company on policy areas such as customer engagement, customer service, affordability, vulnerability, and tariffs. This extends to preparation for the next price review, particularly to ensure customers’ views are reflected in the plan.

The independent panel comprises members from various local and national organisations representing the interests of household and business customers including CCW, Age UK, Citizens Advice and the Environment Agency.

The brief

Due to rotation, Moon Executive Search were approached to support with the appointment of a new independent Chair for the CCG. With the Chair being both a strategic and hands-on role with significant interaction with Ofwat and CCW, and the requirement for the Chair to attend meetings of Challenge Group Chairs across the sector, it was important to identify a Chair with gravitas, independence, skilled communication and consumer empathy.

Our approach

Having supported Wessex Water previously, we came to the search with context.

The search engaged a wide stakeholder ecosystem - spanning regulatory challenge groups, utility boards, public sector organisations and consumer advocacy bodies.

This extended across Chairs and Non-Executives, but also into senior commercial roles - particularly those where customer outcomes, scale and complexity intersect.

The aim was to build a group of prospective candidates who brought experience gained from a combination of governance, stakeholder engagement, and consumer advocacy environments, preferably where consumer engagement is particularly emphasised.

This translated into a longlist that was both diverse and credible, combining experienced Chairs and Non-Executives with commercially focused leaders bringing transferable skills in customer advocacy and scrutiny.

Alongside the appointment of a Chair, we supported the appointment of a Technical Report Writer to produce clear, accessible outputs that document the group’s challenge, conclusions and recommendations.

Within the structure of the CCG, this role provides continuity - ensuring a clear line between discussion, evidence and outcome.

The appointments

David Osborne was appointed as Chair. David’s background spans customer-led commercial leadership roles at Dyson, Moneysupermarket, Easyjet, Orange and Amazon and a Non-Executive Director and Remuneration Chair position for the last seven years at Comparethemarket, an FCA regulated business.

He has operated in environments where customer outcomes are visible, measurable and contested—and where stakeholder expectations need to be understood, balanced and, at times, challenged.

That mattered - but it was his approach that differentiated him. He brings structure to complex discussions. David listens. He challenges, but in a way that keeps people engaged. He is comfortable operating without formal authority and understands how influence is built over time.

“Moon managed the process with real professionalism and care. I was well prepared for interviews, well briefed and supported throughout - I’m delighted with the outcome”

— David Osborne, candidate

Katie Gibson was appointed as Technical Report Writer. Katie is a results orientated communications specialist and writer, with a proven record of delivering high impact content and campaigns, both in-house and as a freelancer.

She has worked across several industries such as healthcare, local government, charities, utilities and retail, and specialises in writing and editing content to bring messages to life, including blogs, case studies, thought-leadership, bids and proposals and reports.