Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.
What you’ll be doing
We’re looking for a Customer Experience Manager to drive change across our business to deliver simple and effective service to our 15 million customers – at every touchpoint, across all channels.
We’re a new team with a can-do attitude, uncompromising when it comes to creating journeys that benefit our customers and align with business priorities. We finely craft experiences that drive desired behaviours and reduce cost-to-serve. And the diversity of our work is huge, spanning strategic change projects, tactical quick wins, and everyday customer asks – from opening an account to reading a meter.
As the Customer Experience Manager, you’ll collaborate with our operational business teams to identify improvement opportunities; define KPIs and service standards as well as drive this change, and monitor success.
You’ll be able to clearly document the required outcomes for our digital and communications teams so they can bring these journeys to life, navigating the customer through every step.
You’re a strong communicator able to talk to diverse audiences and understand the objective. You’ll be unbending on quality, with the relationship management skills to gain buy-in, and the organisational skills to deliver the right results on time, every time.
If you have a strong customer experience strategy background, with a dash of project management, you’ll fit right in.
What you should bring to the role
- A customer advocate with a passion to improve customer experience
- Experience in designing and delivering successful customer journeys
- Past experience working on the front line of customer service is also beneficial
- Ability to understand and analyse customer and operational performance data
- Capability to build business cases and simple reports
- A strong, succinct communicator who can work collaboratively with many different teams
- An organised problem-solver who can multi-task and stay on top of numerous diverse projects
- A confident speaker who can present ideas and findings to senior colleagues
- A positive forward thinker who can challenge the status quo
Competencies
- Customer Experience Design – Ability to plan and lead customer experience design activities for strategic and tactical programmes
- Customer Centric – Can influence a customer-centric culture by translating needs into outcomes through innovative practice and services
- Customer Experience Research – Ability to synthesise findings, develop insights and present findings to inform decisions and action
- Continuous Improvement – Able to identify improvements within team/s to simplify processes and aid faster decision making
- Delivery Focused – Examples of strong service partnerships that strengthen an exceptional customer experience
What’s in it for you?
We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles, we’re moving to a hybrid approach with various options across working from home, office, and our sites.
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service, and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
Thames Water is a dynamic, rewarding , and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career, flexible working arrangements , and a wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion, and Disability Confident Leader employer.
Find out more about working at Thames Water
We deliver life's essential service so our customers, communities, and the environment can thrive. This means, when a crisis happens, we all rally round 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, meet colleagues, and a earn bit of extra money along the way.
Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment.