This vacancy is now closed


Are you a visionary leader with a passion for process improvement and the ability to transform technical stories into strategic visions? 

 What you’ll be doing as a Senior Product Owner- Agent Experience 

  • Set Product Vision and Strategy: Collaborate with business stakeholders to define the product vision, align it with real-world business goals, and develop clear product roadmaps.
  • Enhance Customer Service Tools: Work with domain experts and end users to ensure our digital solutions (Smart Agent Desktop, IVR, Knowledge Management, CRM) address customer needs and improve service efficiency.
  • Foster Cross-Functional Collaboration: Partner with Digital teams to translate problem statements into effective solutions, delivering iterative change through Agile processes.
  • Drive Continuous Improvement: Implement process improvements to enhance efficiency across customer-facing teams and manage projects with clear milestone plans.

Base Location: Hybrid/ Swindon or Reading

Hours: 36 hours

What you should bring to the role

  • Product Ownership and/or Project Management: Proven experience in leading product development or managing projects from conception to completion.
  • Continuous Improvement (CI) - Process Improvements: Demonstrated ability to identify and implement process enhancements that drive efficiency and effectiveness.
  • Team Management: Strong leadership skills with experience in managing and developing high-performing teams.
  • Programme Sponsorship: Experience in overseeing and supporting strategic programs, ensuring alignment with business goals.
  • Vendor Management: Skilled in managing vendor relationships, negotiating contracts, and ensuring service delivery meets company standards.
  • Stakeholder Management: Excellent communication and interpersonal skills to effectively engage and manage expectations of various stakeholders.
  • Attention to Detail: Meticulous approach to tasks, ensuring accuracy and high-quality outcomes.
  • Evidence of Delivery: Proven track record of successfully delivering projects and achieving objectives within set timelines and budgets.

Essential Qualifications and Skills:

  • Extensive experience in Agile methodology and product/project management.
  • Proficiency in customer service tools and digital solutions.
  • Strong analytical and presentation skills.
  • Proven leadership in managing and motivating teams.
  • Expertise in continuous improvement within large organisations.

What’s in it for you?

This exciting role offers the unique opportunity to transform our customer service agent products and platforms, driving continuous improvement (CI) and efficiency gains. You'll be at the forefront of innovation, working to enhance the tools and technologies that empower our customer service team. Collaborate with a great team of change professionals who are passionate about driving positive change and optimizing performance. Together, you will create solutions that elevate our customer service experience and set new standards for operational excellence. This role not only promises professional growth but also the chance to make a significant impact on our company's success and customer satisfaction. 

  • Competitive salary from £80,000 pa to £84,000 per annum
  • Annual Leave - 26 days holiday per year increasing to 30 with the length of service (Plus bank holidays)
  • Car Allowance
  • Annual Bonus
  • Private Medical Health
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
  • Personal Medical Assessments – Open to all once a year
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing. 

Who are we?

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

 Working at Thames Water

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

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, meet colleagues and earn some extra money along the way.

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.