Who are we?
We're the UK's largest water provider, with over 15 million customers to serve every day. Water is essential to daily life, and that means our business is always open. We make a difference daily to millions of customers by supplying 2.7 billion litres of water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world-class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.
We’re an essential service and have operated throughout the Covid19 pandemic, and we need you to help us to deliver excellent service so we can continue to be there for our customers.
About the role
We are looking for a Head of Customer Transformation Design & Delivery to join our newly formed Customer Transformation team.
Your role will be to monitor and own the end-to-end customer experience for customers by working with business leaders and business support function teams. Your focus will be to use current performance, insight, design and ‘end-to-end’ thinking to drive customer-centric change and improvements. By developing and embedding a personalised, seamless, and compassionate experience that increases recommendation, word of mouth, and reputation.
The successful candidate must be a self-motivated and organised individual who can work on their own initiative but is also influential in bringing others along a journey towards the successful delivery of any programme of work they are responsible for, spanning a multitude of workstreams.
Prior experience in a customer-centric organisation will be critical to the success of this role.
What you’ll be doing:
- The role will require strong commercial capabilities and the ability to predict digital concepts and future channels that will enable Thames to continue to develop and evolve the customer experience
- Takes overall ownership for all aspects of Digital CEX projects - creating the end to end journey for the business and implementing the user experience
- Ensuring the user customers experience and employees are at the heart of everything we implement & change
- Designs, communicates, manages, and implements the User CEX digital strategy & plan
- Take all CEX digital transformation from cradle to grave - lead and manage the analysis of digital project requirements, identifies and understands the cost estimates, resources, and time required to complete the project(s), and ensures all project goals and requirements are met within time, cost, and quality
- Work with stakeholders and identifies and establishes priorities, allocates tasks, and coordinates CEX project staff (20-40FTE) to meet project targets and milestones and ensures project is delivered to the internal and/or external stakeholders
What we are looking for:
- Experienced Head of CEX Designer, Head of Brand, Head of Service Designer, or Head of Customer Journey to lead the business CEX strategy
- Branded journey transformation experience is Essential
- CEX Digital design & product development life cycle experience
- Be the voice of the customer, with the ability to influence and inspire your wider team and stakeholders
- Experience managing CEX digital transformation - defining & managing plans & road maps
- Has a solid level of experience within the CEX Programme & PM field; has successfully delivered large projects environment
- Solid understanding of project management tools, terminologies and techniques
Here’s why you should join us!
Our competitive salary and package include a competitive bonus, car allowance, private healthcare, an excellent contributory pension, 26 days holiday, increasing with length of service, access to money-saving and benefits schemes and much more!
We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we’re moving to a hybrid approach where we’ll provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability
Confident Leader and we’re a Times Top 50 Employer for Women.
Click here to find out more about working at Thames Water.